AYTM

Compensation

Full Description

At aytm, we believe that building meaningful relationships with our customers is the cornerstone of lasting success. We’re seeking a full time Sr Customer Success Manager who is passionate about empowering customers to achieve their outcomes, solve their business challenges, and help them unlock the full potential of our technology. About Us aytm delivers state-of-the-art insights automation technology and expert guidance that’s focused on providing answers for the customers of today, while evolving a platform that supports those curious about tomorrow. Advancing research with transparency and flexibility, aytm helps you connect to a community of people, optimize your products, positioning, and concepts, and get from idea to market faster. We have a world-class platform, top-tier customers, and a creative and energetic team. Position Overview: The Senior Customer Success Manager will be responsible for enabling customers to get maximum value from their aytm subscription and realize their long-term objectives through: • Effective onboarding and implementation. • Ongoing coaching and training. • Expanding use cases and driving uptake of new features and offerings. • Ensuring subscription consumption velocity stays on pace. The Customer Success team serves as the strategic, day-to-day partner for users within each account, coordinating additional resources when needed, including paid research and consulting services, custom product development, and advanced training delivered through our Customer Engagement and Learning teams. In this exciting, high-impact role you’ll serve as a strategic partner and catalyst to customer outcomes – accelerating time-to-value, driving platform adoption alongside usage, managing retention, and nurturing long-term success. Responsibilities • Serve as a strategic point of contact for a portfolio of high value customers, cultivating trusted, long-term partnerships that fuel mutual success. • Drive time-to-value through seamless onboarding, smooth implementation, and deep platform engagement, ensuring that every customer is set up to successfully use the platform in ways that best serve their insight needs. • Design Success Plans that drive consistent value delivery and scalable impact across customers. • Maximize customer value and business impact (ROI) by helping them conduct research effectively and partnering on new use cases that drive subscription consumption and adoption. • Advocate for customer needs across teams and orchestrate collaboration both at an account and project level to deliver a seamless, frictionless customer experience at every stage. • Gather customer feedback to inform product development and identify opportunities for improvement. • Partner seamlessly with Customer Engagement, Professional Services, and Solution Strategy for ad hoc project work and streamlined customer experience. • Leverage Gainsight as a power user: • Proactively monitor customer usage and health to identify opportunities, address risks, and drive customer satisfaction and retention. • Utilize playbooks to prioritize and manage accounts, ensuring the right level of engagement for each customer. • Manage regular QBRs and other touchpoints for the portfolio to gather insights and drive expanded usage through regular introduction of new features/ platform enhancements. • Work in partnership with Account Management on the renewal cycle by contributing insights, aligning customer success initiatives, and strengthening client relationships. • Identify upsell opportunities, collaborate with Account Management on project-level cross-selling, and generate organic leads by soliciting referrals. • Mentor junior CSMs, share best practices, and influence internal processes, playbooks, and customer success strategies. Required qualifications • Bachelor’s degree in Business, Marketing, Information Technology, or a related field. • 5+ years of experience in Customer Success/Account Management managing Strategic/Enterprise accounts. • Demonstrated track record of developing client relationships and creating account/success plans. Ability to see the big picture and align activities with long-term goals. • Experience working in technical environments, with the ability to adapt to complex systems, troubleshoot issues, and collaborate with cross-functional teams to deliver effective solutions. • Exceptional organizational skills with the ability to prioritize and meet deadlines. • Exceptional interpersonal and communication skills with a passion for customer success. • Strong analytical and problem-solving skills, with the ability to leverage data to drive decisions. • Proficiency in Microsoft Office Suite and tools like Salesforce, Tableau, and Gong. • Energetic, self-starter, comfortable engaging with new people, learning new things, and prioritizing responsibilities. • Must be able to travel (~10%) as relationship building with customers is critical to position success. Preferred qualifications • Experience with a CSP like Gainsight, Totango, ChurnZero, Catalyst, Planhat etc. • Strong understanding of market research methodologies and technologies. • Advanced survey creation skills with prior experience working with self-services or DIY survey technology (Qualtrics, Decipher, Sawtooth, Alchemer etc.). What we offer: A work environment built around empathy, creativity, curiosity, organic growth and an abundance mindset. We’re a fun and vibrant group of people, dedicated to putting in the hard work to make a platform we are proud of, serving the needs of our clients with empathy, and making aytm an incredible place to work. We were recently awarded 2024 Inc 5000 Fastest-Growing Private Company and 2024 Inc Best Places to Work. We’re also fully virtually, which means you’ll be working remotely from the location of your choosing (home, coffee house, library). While being a Zero-commute company and providing you with an amazing level of freedom, convenience, and flexibility, it requires a certain inner discipline and capacity to be effective at a distance. Remote work experience is preferred, but not required.. Benefits would include: • Unlimited, responsible PTO - With a recommended minimum number of days taken each year • Affordable Insurance -$0 deductible Health plans plus dental, vision, and more! • 401k retirement - Account with automatic company contributions • Dependent Care - a pre-tax benefit account that you can fund to pay for eligible dependent care services • Professional Development - Bring your professional Development needs to the table and get your career nourished • In-Home Snack allowance - Who doesn’t love some yummies to get you through the day? • Cellphone/Internet credits - Get tax-free credits to use toward your cell phone and internet utilities. • Equipment and Structured Onboarding - We will provide you with the equipment and tools you need, along with great onboarding courses to set you up for success. • Paid Volunteer Time - We support you helping others • Great colleagues and an opportunity to sail into uncharted waters with a profitable company that is changing its industry! • *aytm is an Equal Opportunity Employer and committed to a diverse, equitable and inclusive culture and workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.