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Aiwyn is a modern accounting platform backed by top-tier investors (Bessemer, KKR, Revolution) and is one of the fastest-growing SaaS companies globally. We're seeking an experienced Enterprise Customer Success Manager to drive retention and growth within our strategic enterprise customer base.
You'll oversee the full customer lifecycle for large-scale enterprise accounts: onboarding, post-launch reviews, quarterly business reviews, and executive check-ins. You'll work closely with enterprise customers to understand their business objectives and create tailored success plans that deliver measurable outcomes. Your role includes guiding customers on platform adoption and maximizing usage to drive long-term retention, expansion, and advocacy.
Key responsibilities include designing and refining renewal playbooks using data insights to support customer health and drive revenue retention. You'll collaborate with the Customer Support Team to address inquiries and technical issues, work with Sales and Product to uncover expansion opportunities, and share industry best practices to drive platform evolution. You'll also travel on-site (up to 30% of the time) for executive check-in meetings.
You'll need a minimum of 4 years in Customer Success, Renewal Management, or Account Management, with at least 2 years focused on enterprise-level SaaS customers. Experience in early-stage startups is valued, along with high emotional intelligence and strong stakeholder management skills. You should have a proven track record increasing renewal rates and building effective renewal processes. Technical proficiency with HubSpot or Salesforce is required; experience with Gainsight or ChurnZero is a plus. You're comfortable analyzing large datasets to identify trends and lead indicators for customer health, have strong negotiation skills, and bring a collaborative, innovative mindset with genuine passion for customer success.
