Enterprise AI customer success manager, adoption (West)

📋 Description

• • WRITER is at the forefront of enterprise AI, empowering leading organizations to orchestrate AI-powered work and expand human capacity through superintelligence.
• • We are seeking a highly motivated and strategic Enterprise AI Customer Success Manager, Adoption (West) to join our dynamic team and drive the AI adoption and activation strategy for our most strategic customers.
• • This pivotal role is dedicated to showcasing the transformative power of our platform and ensuring persistent, deep-seated organizational adoption of AI solutions.
• • You will be instrumental in guiding customers through their entire journey, from initial kickoff and successful onboarding to full production deployment.
• • Your responsibilities will encompass developing and executing tailored enablement programs, fostering champion networks, and implementing robust change management strategies.
• • A key objective is to accelerate customers' speed to value by rapidly identifying high-impact AI use cases and guiding them toward establishing a repeatable, scalable AI program that continuously evolves to meet their dynamic needs.
• • You will navigate complex enterprise relationships, acting as a crucial conduit for WRITER's innovative energy and vision, translating it into tangible customer success.
• • This role involves building and refining processes for activation, adoption, advocacy, and sustained success, ensuring each customer's unique transformation journey is meticulously managed and optimized.
• • You will collaborate closely with cross-functional teams, including Sales, Transformation Leads, Industry Practice Leads, Product, and Enablement teams, to architect and deliver a seamless and cohesive customer journey.
• • Success in this role will be measured by demonstrable outcomes such as faster AI adoption rates, deeper platform activation, the successful migration of strategic use cases to production environments, and clear evidence of measurable business impact for our customers.
• • You will be responsible for scaling activation frameworks, identifying common patterns in customer deployments, and developing specific, effective plays that strike a balance between standardization and necessary customization.
• • A core part of your role will be leading customer AI program strategy, with a strong emphasis on effective change management, establishing AI Centers of Excellence, strategic use case prioritization, and maximizing time-to-value.
• • You will adeptly translate complex technical challenges into practical, actionable solutions by providing expert platform guidance and meticulously executing adoption programs.
• • Owning customer success plans and nurturing strategic relationships will be paramount, involving the execution of regular business reviews, securing executive sign-offs, cultivating relationships from C-suite executives down to end-users, and skillfully managing resistance to change.
• • You will proactively drive platform usage and adoption through the implementation of comprehensive champion programs, regular office hours, insightful dashboard utilization, and highly customized training sessions and workshops.
• • Building strong advocate networks and vibrant champion communities is essential, which includes fostering power user communities, training internal trainers, and designing innovative customer experiences that promote engagement and loyalty.
• • This is a remote position, reporting directly to our Director of Customer Success, offering flexibility while maintaining high impact.
• • You will be expected to be adaptive, bringing structure and clarity to ambiguous situations, and to have a proven track record of building repeatable processes, playbooks, or frameworks that fundamentally redefine organizational operating structures.
• • Embedding yourself within customer organizations to deeply understand their process workflows, business requirements, and potential adoption barriers will be critical for success.
• • A strong technical aptitude and genuine enthusiasm for AI are essential, enabling you to quickly master complex products, provide authoritative guidance to customers, and effectively translate intricate technical concepts into clear business value for diverse audiences.
• • You must possess the ability to manage and execute multiple high-priority projects simultaneously across a range of customers with varying levels of AI maturity.
• • Expertise in enablement and change management is required, including designing impactful sessions for various audiences (from executives to end-users), developing scalable training programs, establishing effective adoption rhythms, and adeptly overcoming transformation barriers.
• • Exceptional executive presence, outstanding presentation skills, and a natural leadership ability are key attributes for this role.
• • You will be expected to proactively simplify complexity, cultivate internal champions, and actively listen to gain a deep understanding of customer needs and challenges.
• • Experience in delivering technical capabilities and solutions to a wide range of audiences is a significant advantage.
• • This role offers a unique opportunity to shape the future of enterprise AI adoption and make a significant impact on the success of WRITER's most important clients.