Strategic AI customer success manager, adoption (West)

Customer Success Manager

WRITER is where the world's leading enterprises orchestrate AI-powered work. Our vision is to expand human capacity through superintelligence. And we're proving it's possible through powerful, trustworthy AI that unites IT and business teams together to unlock enterprise-wide transformation. With WRITER's end-to-end platform, hundreds of companies like Mars, Marriott, Uber, and Vanguard are building and deploying AI agents that are grounded in their company's data and fueled by WRITER's enterprise-grade LLMs. Valued at $1.9B and backed by industry-leading investors including Premji Invest, Radical Ventures, and ICONIQ Growth, WRITER is rapidly cementing its position as the leader in enterprise generative AI.

Founded in 2020 with office hubs in San Francisco, New York City, Austin, Chicago, and London, our team thinks big and moves fast, and we're looking for smart, hardworking builders and scalers to join us on our journey to create a better future of work with AI.

About the Role

We're seeking a customer success manager to drive the AI adoption and activation strategy for our most strategic customers. This role focuses on showcasing the platform's power and ensuring persistent organizational adoption. You'll guide organizations from their initial kickoff to production deployment, ensuring successful onboarding, tailored enablement, champion programs, and change management strategies. You'll accelerate speed to value by quickly identifying high-impact use cases and guiding customers toward a repeatable, scalable AI program that evolves with their needs. Navigating complex relationships, you'll be key in transmitting WRITER's energy to customers. You'll help build processes for activation, adoption, advocacy and sustained success for each customer's unique transformation journey.

You'll work cross-functionally with sales, transformation leads, industry practice leads, product, and enablement teams to create a cohesive customer journey. Success looks like faster adoption, deeper activation, strategic use cases reaching production, and customers clearly demonstrating measurable business impact.

This is a hybrid role based in our San Francisco hub. You'll report directly to our director of customer success.

What You'll Do

• Scale activation frameworks, identifying repeatable customer deployments and building specific plays that balance standardization with customization.
• Lead customer AI program strategy, focusing on change management, AI center of excellence, use case prioritization, and time-to-value.
• Translate technical challenges into solutions through platform guidance and adoption program execution.
• Own customer success plans and strategic relationships, executing business reviews and executive sign-offs, developing C-suite through end user relationships, and managing change resistance.
• Drive platform usage and adoption, implementing champion programs, office hours, dashboards, customized trainings and workshops.
• Build advocate networks and champion communities, creating power user communities, training trainers, and designing innovative customer experiences.

What You Need

Benefits & Perks (US Full-time Employees)

WRITER is an equal-opportunity employer and is committed to diversity. We don't make hiring or employment decisions based on race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Under the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.