Enterprise AI Customer Success Manager, Adoption
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Job Description
Customer Success Manager driving AI adoption for WRITER's strategic customers. Collaborating cross-functionally to ensure successful onboarding and tailored enablement for organizational transformation.
Responsibilities:
- 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
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