Mid-Market Customer Success Manager

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 https://aiwyn.ai/ 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 ht…