Mid-Market Customer Success Manager

Who is Aiwyn and what do we do:

Aiwyn is the fastest-growing software company serving the accounting profession. Founded in 2020, we now work with 100+ of the largest CPA firms in the world. Our “Job to be done”: speed up cash flow, save Partner time, & deliver best-in-class client experiences. We do this by automating day-to-day firm operations with our Practice Automation solutions. Aiwyn is led by serial entrepreneurs with multiple exits and funded by top-tier investors (Bessemer, KKR, & Revolution). We're passionate about building a remarkable company with world-class people, processes, and technology

To learn more, visit our website

What we are looking for:

The Mid-Market CSM will play a key role in driving customer retention across our scaled book of business. The ideal candidate has a proven track record of building strong relationships with senior and C-level executives, excels in high-impact customer interactions, and partners closely with sales to support renewal strategies and identify expansion opportunities. While this role does not own renewals directly, it is instrumental in shaping renewal outcomes through strategic account engagement and advocacy.

• Own and strategically manage a book of business, including project kick-offs, after launch reviews, quarterly check-ins and executive business reviews.
• Identify the customer’s business goals, and partner with the customer to establish and achieve a success plan that leads to business outcomes.
• Work with our Customer Support Team to support customers on technical topics.
• Become a trusted advisor and proactively drive adoption and usage of our solutions, in order to maximize customer retention, support expansion and create Customer Advocacy.
• Travel on-site to visit customers for executive check-in meetings
• Collaborate on building and iterating on our renewals process to support our customers
• Develop playbooks for renewal engagement maximizing revenue retention
• Leverage product usage data and GTM insights to accurately assess our customers’ health and risk profiles; drive playbooks to mitigate customer risk
• Identify potential expansion opportunities and partner closely with Sales and Customer Success Management to close them
• Become an internal communications expert, by sharing industry best practices and driving the evolution of Aiwyn’s product and platform functionality in collaboration with other departments such as Sales, Product, and Marketing.

• You have 3+ years of success in your current Customer Success, Renewal Management or Account Management role
• You've been an early hire at a fast-growing start-up before (you embrace ambiguity)
• Proven track-record of increasing renewal rates
• Experience designing and executing renewal processes, with a track record of managing a high volume of mid-market, high-touch customer relationships to drive retention and satisfaction.
• Ability to build Customer Success playbooks and new processes based on learnings (familiarity with Hubspot or Salesforce is required)
• Plus if you have experience with CS platforms such as Gainsight or Churnzero
• You have experience managing and expanding customer relationships with a strong commercial aptitude, including overcoming objections to achieve results
• You are data-driven, comfortable with analyzing large data sets to understand trends and identify leading-indicators to influence decision-making.
• A self-motivated, dedicated teammate with innovative ideas to inspire customer retention
• You are a great team player and have tons of passion, humor, and enthusiasm.
• You are willing to go above and beyond to ensure the success of our customers.
• Travel up to 30% of the time.

• 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.

• 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

• Trust - We champion transparency, welcome differing perspectives, uphold accountability, and trust that others have good intentions
• Courage - We have the courage to take calculated risks and embrace change, knowing what worked in the past won’t always work in the future
• Impact - Rooted in determination and innovation, we chase extraordinary outcomes and impactful results
• Relentlessness - We approach challenges with an unwavering resolve, never settling for mediocrity, and always striving to surpass expectations

• About us
• Why Aiwyn
• YouTube page

Aiwyn is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Candidate information will be treated in accordance with our CCPA privacy notice which can be found here: https://www.aiwyn.ai/ccpa