VP of Customer Success

Summary

Join Aiwyn, a rapidly growing software company serving the accounting profession, as their Vice President of Customer Success. In this role, you will lead and scale a high-performing team, driving customer retention and growth. You will be responsible for developing and implementing strategies to maximize customer lifetime value, managing the customer journey, and fostering strong client relationships. Collaboration with other departments is crucial to align customer success efforts with business objectives. You will also define and track key performance indicators (KPIs) and leverage customer feedback to inform product improvements and overall business strategy. This position requires extensive experience in customer success and leadership, along with a deep understanding of the accounting industry and SaaS business models.

Requirements

• Proven experience (7+ years) in customer success, account management, or a similar role, with at least 5+ years in a Director level or higher position
• Experience within Professional Services, Accounting, Legal required
• Strong understanding of customer success best practices, the accounting industry, SaaS business models, and the customer lifecycle
• Demonstrated, metric-driven success in managing and growing large customer accounts and reducing churn
• Excellent leadership, communication, and interpersonal skills, with a track record of building and managing high-performing teams
• Ability to think strategically and execute operationally, with experience designing and optimizing scalable customer success processes
• Proficiency in customer success management software such as Gainsight or Churnzero and CRM systems (Hubspot experience preferred)
• Data-driven mindset, with experience using analytics to drive decision-making and improve customer success strategies
• Strong problem-solving skills and the ability to navigate complex customer challenges
• Bachelor's degree in Business, Marketing, or a related field; an advanced degree is a plus

Responsibilities

• Develop and implement strategies to ensure high customer retention rates, expand customer accounts, and maximize customer lifetime value
• Build, mentor, and lead a high-performing Customer Success team, fostering a culture of customer-centricity, accountability, and continuous improvement
• Design and optimize the entire customer journey, from onboarding to adoption, ensuring customers receive exceptional service and support at every touchpoint
• Serve as the executive sponsor for key accounts, building deep relationships with customers and acting as their advocate within the organization
• Define and track key performance indicators (KPIs) for the Customer Success team, including customer satisfaction (NPS/CSAT), retention, expansion, and usage metrics
• Work closely with Sales, Product, Marketing, and other departments to ensure customer feedback informs product development and sales efforts, and to align strategies for customer success
• Collect, analyze, and leverage customer feedback to inform product improvements, service enhancements, and overall business strategy
• Create and implement scalable processes and systems to drive efficiency in customer success operations, including the use of Customer Success software and tools
• Develop customer success stories, testimonials, and case studies to promote the value of the product to existing and prospective clients

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