Enterprise AI Customer Success Manager, Adoption

🕒 February 5

🏢🏡 New York City – Hybrid

💵 $174k - $220.1k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Writer

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

Artificial Intelligence • Enterprise • SaaS

Writer is a company focused on building generative AI applications for enterprises. Its platform integrates tools like Palmyra LLMs and Knowledge Graph to enhance data accuracy and workflow efficiency. Writer allows businesses to rapidly deploy custom AI solutions, support various industries such as finance, healthcare, and retail, while maintaining strict compliance with security standards. Its offerings enable both no-code app development for business users and API access for developers, making AI accessible and effective for business needs.

📋 Description

• 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.

🎯 Requirements

• 5-9 years in customer facing roles: customer success, implementation management, solutions consulting with Fortune 100 accounts – a strong record of high-touch service and deep adoption in complex organizations. • Comfortable being adaptive and bringing order to ambiguous situations, having built repeatable processes, playbooks, or frameworks that redefine organizational operating structures. • Comfortable embedding with customers to understand process workflows, business requirements, and adoption barriers. • Technical aptitude and AI enthusiasm - ability to quickly master complex products, guide customers authoritatively and translate technical concepts into business value for a range of audiences. • Ability to manage and execute across multiple high-priority projects, simultaneously across a range of customers with varied levels of maturity. • Skilled in enablement and change management, designing impactful sessions for a range of audiences (executives to end users), developing scalable training, establishing adoption rhythms, and overcoming transformation barriers. • Exceptional executive presence, an enthusiastic presenter, and a genuine leader. • Proactively simplifies complexity, fosters champions, and actively listens to understand customer needs deeply. • Experience delivering technical capabilities to a wide range of audiences.

🏖️ Benefits

• Generous PTO, plus company holidays • Medical, dental, and vision coverage for you and your family • Paid parental leave for all parents (12 weeks) • Fertility and family planning support • Early-detection cancer testing through Galleri • Flexible spending account and dependent FSA options • Health savings account for eligible plans with company contribution • Annual work-life stipends for: • Wellness stipend for gym, massage/chiropractor, personal training, etc. • Learning and development stipend • Company-wide off-sites and team off-sites • Competitive compensation, company stock options and 401k