Customer Success Manager

Summary

Join Aiwyn, a rapidly growing software company serving the accounting profession, as a Mid-Market CSM. You will play a key role in driving customer retention by building strong relationships with senior and C-level executives. Responsibilities include managing a book of business, identifying customer goals, collaborating with support teams, and acting as a trusted advisor to maximize customer retention and expansion. You will also contribute to the development of renewal processes and playbooks, leverage data to assess customer health, and identify expansion opportunities. The ideal candidate has 3+ years of experience in customer success, renewal management, or account management, with a proven track record of increasing renewal rates and managing mid-market customer relationships. Aiwyn offers competitive pay, a remote work-from-anywhere culture, flexible PTO, and excellent health benefits, including a travel stipend.

Requirements

• You have 3+ years of success in your current Customer Success, Renewal Management or Account Management role
• You've been an early hire at a fast-growing start-up before (you embrace ambiguity)
• Proven track-record of increasing renewal rates
• Experience designing and executing renewal processes, with a track record of managing a high volume of mid-market, high-touch customer relationships to drive retention and satisfaction
• Ability to build Customer Success playbooks and new processes based on learnings (familiarity with Hubspot or Salesforce is required)
• You have experience managing and expanding customer relationships with a strong commercial aptitude, including overcoming objections to achieve results
• You are data-driven, comfortable with analyzing large data sets to understand trends and identify leading-indicators to influence decision-making
• A self-motivated, dedicated teammate with innovative ideas to inspire customer retention
• You are a great team player and have tons of passion, humor, and enthusiasm
• You are willing to go above and beyond to ensure the success of our customers
• Travel up to 30% of the time

Responsibilities

• Own and strategically manage a book of business, including project kick-offs, after launch reviews, quarterly check-ins and executive business reviews
• Identify the customer’s business goals, and partner with the customer to establish and achieve a success plan that leads to business outcomes
• Work with our Customer Support Team to support customers on technical topics
• Become a trusted advisor and proactively drive adoption and usage of our solutions, in order to maximize customer retention, support expansion and create Customer Advocacy
• Travel on-site to visit customers for executive check-in meetings
• Collaborate on building and iterating on our renewals process to support our customers
• Develop playbooks for renewal engagement maximizing revenue retention
• Leverage product usage data and GTM insights to accurately assess our customers’ health and risk profiles; drive playbooks to mitigate customer risk
• Identify potential expansion opportunities and partner closely with Sales and Customer Success Management to close them
• Become an internal communications expert, by sharing industry best practices and driving the evolution of Aiwyn’s product and platform functionality in collaboration with other departments such as Sales, Product, and Marketing

Preferred Qualifications

Plus if you have experience with CS platforms such as Gainsight or Churnzero

Benefits

• 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