Aiwyn

Enterprise Customer Success Manager

Aiwyn

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • 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.

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.
  • 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
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessRenewal ManagementAccount ManagementData AnalysisRenewal ProcessesCustomer Success PlaybooksNegotiation SkillsRisk Mitigation
Soft Skills
High EQStakeholder ManagementCollaborationAdaptabilityInnovative ThinkingSense of HumorSelf-Motivation