Director, customer success strategy & operations

🚀 About WRITER 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 looking for a visionary director of customer success strategy & operations to architect the future of our customer success organization at WRITER. This pivotal role isn't just about strategy; it's about translating bold ideas into a flawless execution engine that delights our enterprise customers and fuels our rapid growth. You'll be the driving force behind optimizing our processes, systems, and insights, ensuring our customer success team operates with unparalleled efficiency and impact as we scale. This is a unique opportunity to shape the operational backbone of a fast-growing, AI-driven leader, directly influencing customer retention, expansion, and overall business success. As an initial team of one, you'll thrive in navigating between high-level strategy, deep data analytics, and hands-on system building. You’ll partner closely with the customer success leadership team, turning their vision into reality by building across various internal systems and collaborating with cross-functional partners to execute complex initiatives from the ground up. The impact of your work will immediately be felt across our entire customer journey. This hybrid role is open to candidates based in our New York City hub. You will report to the head of GTM operations, with a dotted line to the chief customer officer. 🦸🏻‍♀️ What you'll do - Architect and evolve our customer success operational strategy, refining organizational structures, roles, and key performance indicators to ensure scalable, AI-powered excellence for enterprise customers - Drive the design and implementation of innovative, AI-first solutions for customer success operations, optimizing everything from CSM staffing models and resource allocation to customer lifecycle management - Build and maintain the end-to-end operational architecture and data integrity across all customer success systems, ensuring precise forecasting of headcount, capacity, and territory planning - Lead the development and automation of executive-facing dashboards and reporting on critical KPIs like NRR and GRR, transforming raw data into actionable insights for the customer success leadership team - Collaborate extensively with cross-functional partners in revenue operations, GTM systems, analytics, product, and finance to align data, systems, and processes that underpin our customer journey - Serve as a strategic partner to the chief customer officer, orchestrating operational cadences, driving cross-functional initiatives, and managing complex projects with precision and accountability - Translate technological and data-related requests into concrete requirements and solutions, ensuring our customer success teams are equipped with best-in-class tools and infrastructure ⭐️ What you need - 7+ years of progressive experience in go-to-market operations, ideally within customer success operations, revenue operations, or high-growth management consulting, preferably in the B2B SaaS / AI space - Proven expertise in architecting and optimizing customer lifecycle management, recurring revenue models, and operational workflows for enterprise-level clients - Deep technical proficiency with Salesforce as a source of truth, advanced analytics tools (e.g., Omni, Tableau), spreadsheet modeling (Excel/Google Sheets), and a strong understanding of AI tooling 🍩 Benefits & perks (US Full-time employees) - 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 https://www.galleri.com/partner/writer - 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 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. By submitting your application on the application page, you acknowledge and agree to WRITER's Global Candidate Privacy Notice https://writer.com/legal/candidate-privacy-notice/.