What we are looking for:An experienced Enterprise 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 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.
- 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:
- 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
