Strategic AI customer success manager, adoption (West)

WRITER•San Francisco, CA

2d•Hybrid

About The Position

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.

Requirements

Over 10 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.

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.