Enterprise Customer Success Specialist

About AirMason

AirMason revolutionizes employee experience management with interactive handbooks and compliance-focused workflows. Our platform leverages elegant design, automation, and AI-driven features to help organizations maintain compliance, communicate effectively, and enhance employee engagement at scale. Serving clients from dynamic startups to complex enterprises, AirMason simplifies compliance while delivering a consistent, on-brand employee experience.

Role Overview

The Enterprise Customer Success Specialist plays a vital role in managing strategic, complex client relationships. Acting as a trusted advisor to enterprise customers, this position ensures successful implementation, adoption, and value realization from the AirMason platform. The role demands cross-functional collaboration with Sales, Product, Design, and Engineering to execute flawless rollouts, boost usage, and drive opportunity discovery.

Key Responsibilities

• Serve as a dedicated advisor by understanding customer goals, challenges, and growth needs.
• Exhibit strong empathy and problem-solving during customer issue resolution, identifying root causes beyond surface-level concerns.
• Maintain clear, detailed communication across channels such as email, chat, and calls.
• Encourage customers to adopt new features and simplify complex information for actionable understanding.
• Track customer health metrics and proactively improve adoption and satisfaction.
• Spot early risk indicators and address them to maintain excellent customer experience.
• Collaborate with Technical Onboarding to ensure seamless handover and ongoing success post-launch.
• Gain thorough understanding of each customer's setup, objectives, and use cases.
• Reinforce training and engagement efforts continuously after launch, including advanced feature education.
• Lead enterprise renewal processes to maximize account retention.
• Uncover opportunities for growth, such as additional feature use or expanding business units.
• Work alongside Sales for upselling and cross-selling within existing accounts.
• Reduce churn through proactive engagement and resolving client issues promptly.
• Manage technical inquiries by partnering with Engineering and Product teams.
• Convert customer needs into clear technical guidelines and actionable recommendations.
• Navigate complex problem-solving scenarios involving both technical and non-technical stakeholders.
• Advocate internally by communicating customer feedback, patterns, and feature requests.
• Identify pain points to enhance the product and customer experience.
• Collaborate with Product teams to influence roadmap priorities based on enterprise client needs.

Work Style and Approach

• Lead with empathy and curiosity to deeply understand client requirements.
• Communicate thoroughly with attention to tone and detail.
• Enjoy mentoring clients by simplifying intricate concepts into practical advice.
• Proactively anticipate client needs and take initiative to prevent issues.
• Adapt comfortably to ambiguity and evolving product landscapes.

Qualifications

• Minimum 3 years in Customer Success, Enterprise Account Management, or related client-facing roles.
• Proven success in driving retention, adoption, and sustainable account growth.
• Experience managing renewals and expansion efforts within SaaS environments.
• Ability to quickly grasp and discuss AI-powered product features.
• Familiarity with customer success platforms such as Vitally or Intercom for monitoring customer engagement and communication.
• Expertise in translating client feedback into actionable insights for Product and Engineering teams.