Director of Customer Success

Summary

Join Aiwyn, a rapidly growing software company, as their Director of Customer Success! Lead and develop a high-performing Customer Success Management team, driving customer retention and engagement. You will focus on creating long-term value for customers, building strong relationships, and aligning customer objectives with business goals. The ideal candidate possesses a proven track record of coaching and scaling customer success teams in a SaaS or B2B environment. This role offers significant influence on company success and the opportunity to shape the organizational culture. Aiwyn provides competitive compensation and a range of benefits, including a remote work culture, flexible PTO, and comprehensive health benefits.

Requirements

• Bachelor's degree or equivalent work experience; advanced degree preferred
• 7+ years of experience in Customer Success, with at least 3+ years in a leadership role, managing and scaling teams
• Proven success in driving customer retention, engagement, and satisfaction in a SaaS or B2B environment
• Strong leadership and coaching skills, with a demonstrated ability to develop and retain top talent
• Excellent communication, interpersonal, and relationship-building skills with both internal teams and customers
• Data-driven mindset with experience using analytics and CRM tools (e.g., Salesforce, Gainsight, etc.) to drive decision-making and performance
• Ability to prioritize and manage multiple initiatives in a fast-paced, growth-oriented environment
• Strong strategic thinking and problem-solving capabilities, with a customer-centric approach

Responsibilities

• Manage, mentor, and inspire a team of Customer Success Managers (CSMs), ensuring they are equipped to meet both individual and team objectives
• Provide regular coaching and feedback to enhance team performance and customer outcomes
• Foster a culture of collaboration, professional development, and a people-first mentality that promotes employee satisfaction and engagement
• Set and drive clear metrics for customer retention, engagement, and satisfaction, with a focus on measurable outcomes
• Lead proactive initiatives to ensure customers derive maximum value from the product, reducing churn and increasing lifetime value
• Own customer health monitoring strategies, identifying at-risk customers and collaborating with CSMs to intervene effectively
• Work closely with customers to understand their business goals, challenges, and success criteria, ensuring alignment between customer needs and company offerings
• Advocate for the customer internally, collaborating with product, sales, and marketing teams to deliver tailored solutions that support customer success
• Align customer objectives with measurable business outcomes, ensuring that customer success efforts contribute directly to business growth
• Develop and track KPIs related to customer satisfaction, retention, and engagement, holding the team accountable for achieving targets
• Drive performance-based compensation models focused on retention and customer satisfaction, ensuring alignment with company goals
• Report on team performance, customer success initiatives, and overall program health to senior leadership, providing insights and recommendations for improvement
• Collaborate with the V.P of Customer Success to define the strategic vision for Customer Success, ensuring it is integrated into the broader company objectives
• Lead the continuous improvement of customer success processes, tools, and best practices to maximize efficiency and impact
• Stay informed of industry trends and customer needs, adapting strategies to drive innovation and maintain competitive advantage
• Build strong relationships with Implementation, Support, Sales, Marketing, Product, and other internal teams to ensure alignment on customer objectives and consistent messaging
• Provide feedback to the Product team on customer pain points, feature requests, and opportunities to enhance the product offering based on customer insights

Benefits

• Adventure travel stipend - you receive a $1,000 travel reimbursement on your work anniversary each year
• 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