About the role
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 Enterprise 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 4 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. Travel up to 30% of the time.