• WRITER is looking for a customer success professional who will own deployment and activation success across a customer portfolio
• You’ll embed deeply into your customers’ organizations, understand their business objectives, and build the programs, communities, and frameworks that turn AI investment into measurable outcomes
• You’ll partner closely with a Transformation lead to identify the right WRITER capabilities for each use case, then design and execute the strategies that drive meaningful adoption: building champion networks, running customized workshops, and advising customers on how to scale their AI programs over time
• The ideal candidate brings a builder’s mindset to customer success: you’re not waiting for customers to engage, you’re creating the conditions for it
• Own activation and platform success
• Deeply understand each customer’s specific use cases, business objectives, and success metrics
• Build and co-develop custom AI solutions with customers, translating their specific use cases into workflows that drive measurable business impact
• Design and execute activation strategies that drive measurable platform adoption and business outcomes
• Implement champion programs, office hours, usage dashboards, customized trainings, and workshops
• Build champion communities
• Create advocate networks and champion communities within customer organizations
• Establish power user communities that drive peer-to-peer learning
• Train internal customer trainers to scale enablement
• Design innovative customer experiences that deepen engagement
• Lead educational workshops & live events
• Facilitate dynamic live and virtual training sessions tailored to diverse audiences
• Partner with curriculum team while owning customization and delivery for your customers
• Create memorable learning experiences that inspire action and drive adoption
• Continuously improve & collaborate
• Refine materials based on customer feedback and adoption data
• Work cross-functionally to understand evolving customer needs
• Identify gaps and champion new training opportunities
• Build deep relationships with customer stakeholders and executive sponsors

Benefits

• Health: Selection of employer-covered medical plans, plus dental, vision, life insurance, and FSA.
• Family-friendly: Competitive parental leave policy, working parents can truly own their schedules.
• Hybrid culture: We’re built around a mix of in office collaboration and remote work when needed.
• Finance: Company stock options, plus a 401k plan with employer contributions.
• Growth: Learning and development stipend and generous PTO.
• SF/NY/London office space: Three beautiful sunny offices in three incredibly exciting cities.

• Ability to connect platform usage to business outcomes and articulate ROI
• Success building advocate networks and power user communities
• At least 5 years of proven track record owning activation success and driving measurable adoption outcomes
• Deep experience understanding customer use cases: you discover, map, and leverage specific workflows and business objectives
• Experience implementing activation strategies: champion programs, office hours, dashboards, and workshops
• Comfortable understanding technical concepts and communicating them effectively to varied audiences
• Ability to demonstrate use cases and articulate business value
• Ability to scope, design, and deliver custom solutions and demos tailored to customer use cases, working hands-on alongside business stakeholders
• Ability to partner effectively with curriculum teams while owning customization and delivery
• Skilled at tailoring content and delivery to diverse audiences based on their use cases
• Expertise delivering virtual and live instructor-led workshops
• Self-aware, feedback-driven, and committed to continuous growth
• Strong program management skills and natural advisor mindset
• Thrive in fast-paced environments; comfortable with experimentation
• Excellence building relationships with stakeholders at all levels