Customer Success Manager

Summary

Join Aiwyn, a rapidly growing software company serving the accounting profession, as an Enterprise Customer Success Manager. You will be responsible for driving retention and growth within our strategic enterprise customer base. This role requires a proven track record in SaaS customer expansion and renewal processes, particularly with large-scale enterprise accounts. You will oversee customer onboarding, post-launch reviews, quarterly business reviews, and executive check-ins to ensure customer success and satisfaction. You will also work closely with Enterprise customers to understand their business objectives and create a tailored success plan that delivers tangible outcomes. Aiwyn offers a competitive salary, adventure travel stipend, remote work, flexible PTO, world-class health benefits, stock options, and 401(k) matching.

Requirements

• A minimum of 4 years in Customer Success, Renewal Management, or Account Management, with a focus on enterprise-level SaaS customers for at least 2 years
• Experience in early-stage startups with a willingness to embrace ambiguity and quickly adapt to change
• High EQ; adept at managing multiple stakeholder relationships
• Demonstrated success in increasing renewal rates and building effective renewal processes
• Ability to create and refine Customer Success playbooks and processes. Familiarity with HubSpot or Salesforce is required
• Comfortable analyzing large data sets to identify trends and lead-indicators for customer health and risk mitigation
• Experience managing and expanding enterprise customer relationships, with strong negotiation skills and the ability to overcome objections
• A collaborative approach with innovative ideas, a sense of humor, and a passion for customer success
• Travel up to 30% of the time

Responsibilities

• Oversee customer onboarding, post-launch reviews, quarterly business reviews, and executive check-ins to ensure customer success and satisfaction
• Work closely with Enterprise customers to understand their business objectives and create a tailored success plan that delivers tangible outcomes
• Provide guidance to enterprise customers on adopting and maximizing the usage of our solutions, focusing on long-term retention, expansion, and advocacy
• Engage with the Customer Support Team to address customer inquiries, technical issues, and any other concerns
• Travel on-site to visit customers for executive check-in meetings
• Collaborate on building and iterating on our renewals process to support our customers
• Design and refine renewal playbooks, utilizing data insights to support customer health and drive revenue retention
• Collaborate with Sales and Customer Success Management to uncover and pursue expansion opportunities
• Work with Sales, Product, and Marketing to share industry best practices and drive the evolution of our platform

Preferred Qualifications

• Experience with Customer Success platforms like Gainsight or ChurnZero is a plus
• A self-motivated attitude with a willingness to go above and beyond to ensure customer success and satisfaction

Benefits

• The big-picture value proposition of this role is simple: join us, and you'll be paid competitively to have freedom in solving worthwhile, challenging problems alongside other A-players at a fast growing SaaS startup led by an experienced and successful co-founding team with industry experience
• Adventure travel stipend - you receive a $1,000 travel reimbursement on your work anniversary each year. We encourage our team to recharge and explore the world beyond their home office walls
• Remote, work-from-anywhere culture
• Flexible PTO
• World Class health benefits - we believe in fostering flourishing teams by providing benefits that go beyond the usual standards - Health, vision, dental, HSA/FSA, and mental health support
• Stock options - every Full Time Employee has ownership in Aiwyn's future and success
• 401(k) matching