Customer Success Manager or Director, Enterprise REMOTE FROM ANYWHERE IN THE USA
Position Overview
This is an individual contributor role responsible for a portfolio of aytm's largest enterprise accounts. You will own the post-sale relationship with multi-stakeholder insights organizations, drive adoption and consumption against committed subscription value, and protect and grow revenue in partnership with Account Management.
Enterprise accounts are complex. They involve multiple business units, competing internal priorities, procurement and legal oversight, and a mix of sophisticated and novice users. Success in this role requires the ability to operate at both the executive level and the practitioner level, often in the same week.
You will be measured on retention and growth outcomes, not activity. Core metrics include gross revenue retention, net revenue retention, performance against usage targets, rundown velocity, time to first value, and account health.
Responsibilities
- Manage a portfolio of enterprise accounts as the primary post-sale strategic contact, building durable relationships across insights, brand, innovation, and procurement stakeholders.
- Drive usage performance. Increase rundown velocity and ensure deposits are consumed consistently against committed usage targets. Identify shortfalls early and build recovery plans with the account team.
- Deliver time to value. Lead onboarding and implementation for new accounts, business units, and user cohorts. Align on success criteria at the outset and demonstrate progress against them.
- Build and maintain Enterprise Success Plans that map account objectives, stakeholder coverage, use case expansion, and adoption milestones. Review and revise them on a defined cadence.
- Expand use cases. Work with users to identify new research applications for the platform, increasing projects and dollars per month across business units.
- Advance accounts along the customer maturity framework toward self-serve, programmatic use of the platform for recurring insights needs.
- Manage renewal risk in partnership with Account Management. Surface risk early, quantify it, and lead the mitigation plan. Contribute account intelligence and value evidence to the renewal and expansion motion.
- Identify and qualify expansion opportunities at the project and business unit level, and hand them to Account Management with the context needed to close.
- Run executive business reviews. Prepare and deliver QBRs that present usage, outcomes, and roadmap alignment to senior customer stakeholders.
- Orchestrate internal resources. Coordinate Customer Engagement, Professional Services, Solution Strategy, Learning, and Product to deliver a single, frictionless experience across the account.
- Operate the CS tech stack as a power user. Monitor health and usage signals, execute playbooks, and maintain accurate account records in gong, salesforce and other tools.
- Advocate for the customer internally. Capture and structure feedback that informs the product roadmap, and champion new features and enhancements back to the account.
- Generate organic referrals from satisfied users to support penetration into adjacent teams and business units.
Required Qualifications
- Bachelor's degree in Business, Marketing, Information Technology, market research or a related field.
- 6+ years in Customer Success or Account Management at a SaaS or technology platform company, including at least 3 years managing enterprise accounts, in market research.
- Demonstrated track record of retention and expansion outcomes, measured by GRR, NRR, churn reduction, consumption against target, or comparable metrics.
- Experience managing multi-stakeholder accounts with several business units and both executive and end-user relationships.
- Experience in technical environments, with the ability to learn complex systems, troubleshoot, and coordinate cross-functional resolution.
- Strong analytical skills, with the ability to interpret usage data, build a point of view, and act on it.
- Exceptional organizational skills and the ability to manage competing priorities across a large portfolio.
- Exceptional written and verbal communication skills, including comfort presenting to senior stakeholders.
- Proficiency with Salesforce, BI or reporting tools, and Microsoft Office or Google Workspace.
- Willingness to travel for customer meetings, conferences, and internal team meetings.
Preferred Qualifications
- Working knowledge of market research methodology, the competitive landscape, and how insights teams are structured within large enterprises.
- Experience with hands-on survey programming and fielding on a DIY research platform
- Experience supporting customers through the adoption of AI-enabled product capabilities.
- Demonstrated ability to leverage AI and automation tools to improve efficiency, streamline workflows, synthesize customer and account data, and elevate the quality and scalability of customer engagement.
- Prior experience in CPG, quick service restaurant, retail, financial services, technology, telecommunications, or travel and tourism verticals.
What We Offer
A work environment built around empathy, creativity, curiosity, organic growth and an abundance mindset. We're a fun and vibrant group of people, dedicated to putting in the hard work to make a platform we are proud of, serving the needs of our clients with empathy, and making aytm an incredible place to work. We were awarded 2024 Inc 5000 Fastest-Growing Private Company and 2025 Inc Best Places to Work. We're also fully virtual, which means you'll be working remotely from the location of your choosing (home, coffee house, library). While being a zero-commute company and providing you with an amazing level of freedom, convenience, and flexibility, it requires a certain inner discipline and capacity to be effective at a distance. Remote work experience is preferred, but not required.
Benefits would include:
- Unlimited, responsible PTO - With a recommended minimum number of days taken each year
- Affordable Insurance -$0 deductible Health plans plus dental, vision, and more!
- 401k retirement - Account with automatic company contributions
- Dependent Care - a pre-tax benefit account that you can fund to pay for eligible dependent care services
- Professional Development - Bring your professional Development needs to the table and get your career nourished
- In-Home Snack allowance - Who doesn't love some yummies to get you through the day?
- Cellphone/Internet credits - Get tax-free credits to use toward your cell phone and internet utilities.
- Equipment and Structured Onboarding - We will provide you with the equipment and tools you need, along with great onboarding courses to set you up for success.
- Paid Volunteer Time - We support you helping others
- Great colleagues and an opportunity to sail into uncharted waters with a profitable company that is changing its industry!
