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

 

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.