Enterprise Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the onboarding process for customers, conduct post-launch assessments, quarterly business reviews, and executive check-in meetings.

• Collaborate with enterprise clients to comprehend their business goals and formulate customized success plans.

• Assist customers in adopting and optimizing Aiwyn's solutions to their advantage.

• Foster long-term customer retention, growth, and advocacy.

• Liaise with Customer Support to resolve inquiries, technical challenges, and other issues.

• Travel to customer locations for executive check-in meetings as necessary.

• Contribute to the development and improvement of the renewals process.

• Create and enhance renewal playbooks using data insights to promote customer health and revenue retention.

• Partner with Sales and Customer Success Management to identify and explore expansion opportunities.

• Collaborate with Sales, Product, and Marketing teams to share industry best practices and enhance the platform.

⛳️ Requirements

• A minimum of 4 years' experience in Customer Success, Renewal Management, or Account Management.

• At least 2 years of experience focusing on enterprise-level SaaS customers.

• Background in early-stage startups with a readiness to navigate ambiguity and adapt to evolving circumstances.

• High emotional intelligence and the ability to manage multiple stakeholder relationships effectively.

• Proven track record of improving renewal rates and establishing effective renewal processes.

• Capability to develop and refine Customer Success playbooks and processes.

• Proficiency with HubSpot or Salesforce is mandatory.

• Ability to analyze extensive data sets to uncover trends and indicators for customer health and risk management.

• Experience in managing and enhancing enterprise customer relationships.

• Strong negotiation abilities and the capacity to address objections skillfully.

• A collaborative mindset, innovative thinking, a good sense of humor, and a passion for customer success.

• Familiarity with Gainsight or ChurnZero is advantageous.

• A self-driven attitude and readiness to exceed expectations.

• Willingness to travel up to 30% of the time.

• Must be legally authorized to work in the United States.

• Required to respond to questions regarding employment sponsorship/work authorization.

🏝️ Benefits

• Competitive salary.

• $1,000 adventure travel reimbursement for each work anniversary.

• A remote, work-from-anywhere culture.

• Flexible paid time off (PTO).

• Comprehensive health, vision, dental, HSA/FSA, and mental health support.

• Stock options available for every Full-Time Employee.

• 401(k) matching program.