Why This Job is Featured on The SaaS Jobs
Enterprise AI adoption has become a distinct lane within SaaS customer success, sitting between implementation, product enablement, and enterprise change management. This role stands out because it centers on taking an AI platform from kickoff through production, where governance, stakeholder alignment, and proof of business impact tend to determine renewals and expansion. The remit also signals a company selling into complex organizations, where adoption is less about feature training and more about operating-model shifts.
For a SaaS career, the work builds durable strengths in driving time to value and translating technical capability into outcomes across executive and end user audiences. Owning success plans, business reviews, and executive sign-offs develops the core mechanics of enterprise retention, while scaling activation frameworks and repeatable plays maps closely to how modern CS teams professionalize post-sale motions. Cross-functional partnering with Sales, Product, and Enablement is also a common pathway into CS leadership, solutions consulting, or revenue operations within SaaS.
The role is best suited to professionals who like structured problem solving in ambiguous customer environments and who are comfortable being accountable for adoption metrics, not just relationship health. It will fit someone who enjoys building programs, facilitating workshops, and navigating multi-threaded stakeholder groups while keeping deployments moving toward measurable usage and production outcomes.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
🚀 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 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 Lead, 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 New York City hub. You'll report directly to our director of customer success.
🦸🏻♀️ What you'll do
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.
⭐️ What you need
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 & 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
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.
