Revenue Operations Manager - Customer Success Ops

Who is Aiwyn and what do we do?

Aiwyn is transforming the way accounting firms streamline the entire revenue management lifecycle. Backed by top-tier investors (Bessemer, KKR & Revolution), we’re one of the fastest-growing scale-up software companies globally—delivering innovative technology and consistently raising the bar with world-class people, processes, and products.

To learn more, visit our website

This role:

We’re seeking a strategic and analytical Revenue Operations Manager with a focus on Customer Success Operations to help drive retention, expansion, and customer health across the post-sale journey. In this role, you'll own the systems, data, and processes that support the Customer Success team’s ability to deliver a seamless and proactive customer experience—while closely aligning with Sales, Product, and Marketing.

Key Responsibilities:

• Customer Success Process Optimization
• Design, document, and continuously improve post-sale processes including onboarding, renewal, expansion, and escalation workflows.
• Support territory and account assignments for Customer Success Managers, ensuring equitable coverage
• Streamline handoffs between Sales and Customer Success to ensure a smooth customer transition.
• Work closely with Sales, Marketing, Product, and Support to align on customer segmentation, feedback loops, and upsell/cross-sell strategies.




Customer Health & Retention Insights

• Build and maintain dashboards to track customer health, product usage, NPS/CSAT, renewal risk, and expansion opportunities.
• Collaborate with CS leadership to define key metrics and reporting that guide team strategy and individual performance.
• Identify churn risk patterns and proactively surface insights to enable intervention strategies.




Systems & Tooling

• Own and manage Customer Success platforms (e.g., Gainsight, Totango, Catalyst) and ensure integration with CRM and other GTM tools.
• Partner with GTM Ops and RevOps peers to ensure data consistency, visibility, and system optimization across the customer lifecycle.
• Implement automated alerts, playbooks, and workflows to support CSMs and scale the customer experience.




Cross-Functional Alignment

• Work closely with Sales, Marketing, Product, and Support to align on customer segmentation, feedback loops, and upsell/cross-sell strategies.

Qualifications:

• 4+ years in Revenue Operations, Customer Success Operations, or GTM strategy roles.
• Strong understanding of customer lifecycle stages and metrics (e.g., churn, NRR, GRR, health scoring).
• Experience with Customer Success tools (e.g., Gainsight, Totango) and CRMs (e.g., Salesforce).
• Strong analytical skills with the ability to tell stories through data.
• Excellent project management, communication, and cross-functional collaboration skills.

Benefits and Perks:

• 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.




Other benefits include:

• 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

Our Values:

• 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

Learn more about Aiwyn:

• 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