AVP, customer success (West)

Writer Inc.

Job Overview

Location

San Francisco, CA

Job Type

Full-time

Full Job Description

📋 Description

• As Area Vice President, Customer Success (West) at Writer Inc., you will lead the customer success organization for the Western region, driving measurable transformation for Fortune 500 and Global 2000 enterprises by building and scaling AI-powered solutions that unite IT and business teams. This role is pivotal in shaping how the world’s most sophisticated organizations succeed with generative AI, directly impacting retention, expansion, and the strategic positioning of Writer as mission-critical infrastructure in the agentic era.
• You will own net revenue retention (NRR) and gross revenue retention (GRR) goals, leading a high-performing team of Customer Success Managers across Strategic, Enterprise, and Mid-market segments while designing scalable success models, playbooks, and governance frameworks that serve as a global blueprint. Your day-to-day includes building trusted executive relationships with CIOs, CMOs, and business leaders at companies like Goldman Sachs, Accenture, and Hilton; collaborating cross-functionally with Sales, Product, Marketing, and Solutions Architecture to co-create ROI-driven account strategies; championing operational excellence through data-driven forecasting and success planning; and representing the customer voice at the executive level to influence product direction and innovation.
• You will join Writer’s global Customer Success leadership team, reporting directly to the Chief Customer Officer and working closely with the CEO, COO, and CRO to drive the company’s next stage of growth. Based in San Francisco with a hybrid work model, you will be part of a fast-moving, builder-minded culture that values strategic thinking, hands-on execution, and the ability to scale organizations through hypergrowth and global expansion.
• In this role, you will develop deep expertise in enterprise AI adoption and governance, refine your ability to measure and communicate transformation ROI, and strengthen your executive presence influencing C-suite stakeholders. You will have the opportunity to build and scale a world-class customer success organization from the ground up, define career paths for your team, and leave a lasting impact on how enterprises measure success in the agentic era—growing both professionally and as a leader in one of the most innovative AI companies in the world.

🎯 Requirements

• 10+ years of experience in enterprise SaaS or transformation-driven technology with a proven track record of leading Fortune 500 and Global 2000 relationships
• 5+ years in a senior customer success or post-sales leadership role, including experience leading Engagement Managers, Customer Architects, and Customer Support teams either directly or indirectly
• Demonstrated success in building and scaling customer success organizations through inflection points such as hypergrowth, global expansion, or IPO
• Fluency in enterprise AI adoption and governance, with a strong grasp of ROI frameworks and transformation programs
• Executive presence and credibility to influence at the C-suite level, combined with the ability to alternate between strategic vision and hands-on execution
• Enthusiasm to drive strategy while also getting into the details at the customer level to manage escalations and ensure delivery

🏖️ Benefits

• Generous PTO plus company holidays
• Medical, dental, and vision coverage for employees and their families
• Paid parental leave for all parents (12 weeks)
• Fertility and family planning support
• Early-detection cancer testing through Galleri
• Flexible spending account (FSA) and dependent FSA options
• Health savings account (HSA) with company contribution for eligible plans
• Annual wellness stipend for gym, massage/chiropractor, personal training, etc.
• Annual learning and development stipend
• Company-wide and team off-sites
• Competitive compensation, company stock options, and 401(k) plan

Skills & Technologies

Hybrid

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Writer Inc.

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About Writer Inc.

Writer Inc. provides an enterprise-grade generative AI platform for creating, editing and governing business content. The system embeds into workflows to generate marketing copy, documentation, emails and other text while enforcing brand, style and compliance rules. It includes a language model, style guides, snippets, terminology management and analytics, all designed to maintain consistency across teams. Clients use Writer to accelerate content production, reduce revisions and ensure regulatory adherence without sacrificing human oversight.

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