Mid-Market Customer Success Manager

Summary

Join Aiwyn, a rapidly growing software company serving the accounting profession, as a Mid-Market CSM. You will be responsible for managing a book of business, driving customer retention, and identifying expansion opportunities. This role requires experience in customer success, renewal management, or account management, along with proven success in increasing renewal rates and implementing renewal processes. The ideal candidate is data-driven, a strong team player, and comfortable working in a fast-paced startup environment. Aiwyn offers competitive compensation, remote work flexibility, and a comprehensive benefits package, including adventure travel stipends, flexible PTO, world-class health benefits, stock options, and 401(k) matching.

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 implementing renewal processes and metrics
• 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