Mid-Market Customer Success Manager

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

📋 Description

• Manage the customer onboarding process, conduct post-launch reviews, quarterly business evaluations, and executive check-in meetings.

• Partner with enterprise clients to comprehend their business goals and develop customized success plans.

• Assist customers in adopting and optimizing the use of Aiwyn’s solutions.

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

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

• Travel to customer sites for executive check-in meetings.

• Collaborate on enhancing the renewals process.

• Design and improve renewal playbooks utilizing data insights to boost customer health and revenue retention.

• Work in conjunction with Sales and Customer Success Management to identify expansion opportunities.

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

⛳️ Requirements

• At least 2 years of experience in Customer Success, Renewal Management, or Account Management.

• Minimum of 2 years focusing on enterprise-level SaaS clients.

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

• High emotional intelligence and capability to manage various stakeholder relationships.

• Proven track record of increasing renewal rates and establishing renewal processes.

• Competence in creating and enhancing Customer Success playbooks and procedures.

• Proficiency with HubSpot or Salesforce is essential.

• Ability to analyze extensive data sets to discern customer health trends and leading indicators for risk mitigation.

• Experience in managing and expanding relationships with enterprise customers.

• Strong negotiation skills and capability to address objections effectively.

• Collaborative, innovative mindset with a sense of humor and a dedication to customer success.

• Familiarity with Gainsight or ChurnZero is advantageous.

• Self-driven attitude with a willingness to exceed expectations.

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

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

• Must not require current or future employment visa sponsorship.

🏝️ Benefits

• Competitive salary.

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

• Remote, work-from-anywhere culture.

• Flexible paid time off.

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

• Stock options available for every full-time employee.

• 401(k) matching.

• Opportunity to engage in meaningful, challenging problems alongside experienced peers.

• Global team environment.