Customer Success Lead

Acho; San Francisco, Northern (CA, KY); Hybrid; USD 120,000 - 190,000; Full time

Benefits offered by this job

Bonuses

Company vehicle

Daily lunches

Healthcare coverage

Job summary

Acho is seeking a customer success manager to lead new client implementations and establish scalable success processes that drive growth and impact. You will run kickoff and go-live sessions, design setup guides, and coordinate with Sales, Product, and Engineering to align on onboarding and expansion plans.

We seek a process-driven, customer-centric professional with 5+ years in customer-facing roles and strong communication skills to manage health checks and renewals in a fast-paced startup

Qualifications

• 5+ years in customer-facing roles, 3+ in similar CSM or implementation roles leading customer projects
• Strong communication, collaboration, negotiation, conflict resolution, and presentation skills. Proven experience engaging customers
• Project management, SOW development and tracking, billable utilization management

Responsibilities

• Run customer implementation meetings, including kickoff and go live/training sessions
• Design and build Project Management guide, Initial Setup Guide, kickoff deck, and other needed resources for all customer implementations
• Collaborate cross functionally with Sales to scope one-time implementation fees and upsell opportunities and Solution Architects for onboarding alignment & project management
• Ensure continued customer and internal alignment with implementation plan, including time-management and change-fees if initial scope exceeded
• Design customer health check / check in process
• Manage annual renewal process

Skills

Project management

Cross-functional collaboration

SOW development and tracking

Customer communication

Process design

Job description

Hi there , glad that you found us! I hope that this page explains what we do pretty well. Feel free to reach out to us if there is anything unclear.

Aden is an AI-native, multi-agent ERP platform built for operations leaders to unify their business systems, streamline processes, and efficiently manage objectives. Highly customizable and rapidly deployable, Aden boosts Key Performance Indicators (KPIs) with declarative solutions and intelligent AI agents.

Currently, Aden helps over dozens of operationally-focused businesses, including supply chain control towers of major global corporations, IT departments of major financial institutions, and other high-impact companies, elevate their efficiency, automate workflows, and scale beyond manual operations.

Your mission is to play critical role in establishing a scalable Success function to ensure client success and expansion to accelerate Aden’s growth and impact on our customers.

We need a process-driven, customer-centric CSM to lead new client implementations and stand up the Success processes needed to empower our customers.

Responsibilities

• Run customer implementation meetings, including kickoff and go live/training sessions
• Design and build Project Management guide, Initial Setup Guide, kickoff deck, and other needed resources for all customer implementations
• Collaborate cross functionally with Sales to scope one-time implementation fees and upsell opportunities and Solution Architects for onboarding alignment & project management
• Ensure continued customer and internal alignment with implementation plan, including time-management and change-fees if initial scope exceeded
• Design customer health check / check in process
• Manage annual renewal process

Experience

• 5+ years in customer-facing roles, 3+ in similar CSM or implementation roles leading customer projects
• Strong communication, collaboration, negotiation, conflict resolution, and presentation skills. Proven experience engaging customers
• Project management, SOW development and tracking, billable utilization management
• Expertise in building and streamlining processes, especially cross functionally and for software implementations
• Collaboration with Sales, Product, and Engineering to drive customer impact + growth

Personal Characteristics

• Process-driven. You’re a systems-level thinker and can build and streamline processes
• Ownership mentality. You take initiative and responsibility; love accountability + growth
• Communicator. You’re an excellent communicator: clear, concise, and compelling
• Problem Solver. You think critically and creatively to solve customers’ problems
• Adaptable. You’re self-sufficient, self-aware, resourceful; bring structure to ambiguity
• Curious. You have a growth mindset and spirit of experimentation, a lifelong learner
• Entrepreneurial. You thrive in a nimble, lean, unstructured, fast-paced startup

Compensation

• Competitive compensation, including company-performance-based bonuses
• Shared company vehicle
• Daily lunches covered
• Medical, dental and vision healthcare coverage
• Play a critical role in a high growth business in a dynamic industry