Mid-Market Customer Success Manager

Aiwyn; Northern (KY); Hybrid; USD 90,000 - 140,000; Full time

Job summary

Aiwyn is seeking an experienced Customer Success Manager to drive retention and growth within our enterprise customer base. You will oversee onboarding, QBRs, and executive check-ins, crafting tailored success plans to deliver tangible outcomes.

You’ll guide adoption, collaborate with Sales and Product, and help build renewal playbooks to maximize long-term retention. Travel up to 30% to visit customers and ensure strategic alignment.

Qualifications

• 2+ years in Customer Success, Renewal Management, or Account Management for enterprise SaaS.
• Experience in early-stage startups with ambiguity and rapid change.
• High EQ; adept at managing multiple stakeholder relationships.
• Demonstrated success in increasing renewal rates and renewal processes.
• Familiarity with HubSpot or Salesforce is required.
• Comfort analyzing large data sets to identify trends and indicators.
• Experience managing and expanding enterprise relationships with negotiation skills.
• Collaborative approach with innovative ideas and a customer-first mindset.
• Experience with CS platforms like Gainsight or ChurnZero is a plus.
• Self-motivated attitude with willingness to go above and beyond for customer success.

Responsibilities

• Oversee onboarding, post-launch reviews, quarterly business reviews, and executive check-ins for customer success.
• Work with Enterprise customers to understand objectives and craft tailored success plans.
• Guide enterprise customers on adopting and maximizing solutions for long-term retention and expansion.
• Coordinate with Customer Support to address inquiries and technical issues.
• Travel on-site to visit customers for executive check-ins.
• Collaborate on renewing processes to support customers and build renewal playbooks.
• Refine renewal playbooks using data insights to drive health and retention.
• Partner with Sales and CS Management to uncover expansion opportunities.
• Coordinate with Sales, Product, and Marketing to share best practices and evolve the platform.

Skills

Customer Success

Renewal Management

Account Management

Stakeholder Management

Negotiation

Playbooks & Processes

Data Analysis

Cross-functional Collaboration

Problem Solving

Tools

HubSpot

Salesforce

Gainsight

ChurnZero

Job description

Who is Aiwyn and what do we do?

Aiwyn is the first complete platform for modern accounting firms. Backed by top-tier investors like Bessemer, KKR, and Revolution, we’re one of the fastest-growing scale-up SaaS companies in the world. We build category-defining technology, and we’re doing it with world-class people, processes, and products.

To learn more, visit our website

What we are looking for:

An experienced Customer Success Manager to drive retention and growth within our strategic enterprise customer base. The ideal candidate has a proven track record in SaaS customer expansion and renewal processes, particularly with large-scale enterprise accounts, and excels in strategic customer engagements.

What you'll be doing:

• 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.

What you'll need to be successful:

• A minimum of 2 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.

1. Travel up to 30% of the time.

Benefits and Perks:

• The big-picture value proposition of this role is simple: join us, and you’ll be paid competitively to have freedom in solving worthwhile, challenging problems alongside other A-players at a fast growing SaaS startup led by an experienced and successful co-founding team with industry experience.

Other benefits include:

1. 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.

2. Remote, work-from-anywhere culture

3. Flexible PTO

4. 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.

5. Stock options - every Full Time Employee has ownership in Aiwyn's future and success.

6. 401(k) matching

Our Values:

• Relentless by Design

• Owners not Renters

• Trust at the Core

Learn more about Aiwyn:

• About us

• Why Aiwyn

• YouTube page

Aiwyn is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Candidate information will be treated in accordance with our CCPA privacy notice which can be found here: https://www.aiwyn.ai/ccpa