VP of Customer Success

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 a Top 10 fintech VC.

To learn more, visit our website

What we are looking for:

We are seeking an experienced and strategic Vice President of Customer Success to lead our Customer Success function and drive long-term value for our customers. As the VP of Customer Success, you will be responsible for building and scaling a high-performing Customer Success team, ensuring our clients achieve their desired outcomes while maximizing customer retention and growth. You will collaborate cross-functionally with Sales, Product, Marketing, and other departments to align customer success efforts with business objectives and enhance the overall customer experience.

• Customer Retention and Growth: Develop and implement strategies to ensure high customer retention rates, expand customer accounts, and maximize customer lifetime value.
• Leadership and Team Development: Build, mentor, and lead a high-performing Customer Success team, fostering a culture of customer-centricity, accountability, and continuous improvement.
• Customer Journey Management: Design and optimize the entire customer journey, from onboarding to adoption, ensuring customers receive exceptional service and support at every touchpoint.
• Client Relationship Management: Serve as the executive sponsor for key accounts, building deep relationships with customers and acting as their advocate within the organization.
• Metrics and Performance: Define and track key performance indicators (KPIs) for the Customer Success team, including customer satisfaction (NPS/CSAT), retention, expansion, and usage metrics.
• Cross-Functional Collaboration: Work closely with Sales, Product, Marketing, and other departments to ensure customer feedback informs product development and sales efforts, and to align strategies for customer success.
• Customer Feedback and Insights: Collect, analyze, and leverage customer feedback to inform product improvements, service enhancements, and overall business strategy.
• Scalability and Process Optimization: Create and implement scalable processes and systems to drive efficiency in customer success operations, including the use of Customer Success software and tools.
• Customer Advocacy: Develop customer success stories, testimonials, and case studies to promote the value of the product to existing and prospective clients.

• Proven experience (7+ years) in customer success, account management, or a similar role, with at least 5+ years in a Director level or higher position.
• Experience within Professional Services, Accounting, Legal required.
• Strong understanding of customer success best practices, the accounting industry, SaaS business models, and the customer lifecycle.
• Demonstrated, metric-driven success in managing and growing large customer accounts and reducing churn.
• Excellent leadership, communication, and interpersonal skills, with a track record of building and managing high-performing teams.
• Ability to think strategically and execute operationally, with experience designing and optimizing scalable customer success processes.
• Proficiency in customer success management software such as Gainsight or Churnzero and CRM systems (Hubspot experience preferred).
• Data-driven mindset, with experience using analytics to drive decision-making and improve customer success strategies.
• Strong problem-solving skills and the ability to navigate complex customer challenges.
• Bachelor's degree in Business, Marketing, or a related field; an advanced degree is a plus.

• 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