Customer Success Manager or Director, Enterprise REMOTE FROM ANYWHERE IN THE USA

aytm “ask your target market” is looking to hire a Customer Success Manager or Director, Enterprise to join aytm 's Enterprise team serving our largest enterprise accounts.
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

This is an individual contributor role responsible for a portfolio of aytm 's largest enterprise accounts. You will own the post-sale relationship with multi-stakeholder insights organizations, drive adoption and consumption against committed subscription value, and protect and grow revenue in partnership with Account Management.

Enterprise accounts are complex. They involve multiple business units, competing internal priorities, procurement and legal oversight, and a mix of sophisticated and novice users. Success in this role requires the ability to operate at both the executive level and the practitioner level, often in the same week.

You will be measured on retention and growth outcomes, not activity. Core metrics include gross revenue retention, net revenue retention, performance against usage targets, rundown velocity, time to first value, and account health.
Responsibilities

- Manage a portfolio of enterprise accounts as the primary post-sale strategic contact, building durable relationships across insights, brand, innovation, and procurement stakeholders.

- Drive usage performance. Increase rundown velocity and ensure deposits are consumed consistently against committed usage targets. Identify shortfalls early and build recovery plans with the account team.

- Deliver time to value. Lead onboarding and implementation for new accounts, business units, and user cohorts. Align on success criteria at the outset and demonstrate progress against them.

- Build and maintain Enterprise Success Plans that map account objectives, stakeholder coverage, use case expansion, and adoption milestones. Review and revise them on a defined cadence.

- Expand use cases. Work with users to identify new research applications for the platform, increasing projects and dollars per month across business units.

- Advance accounts along the customer maturity framework toward self-serve, programmatic use of the platform for recurring insights needs.

- Manage renewal risk in partnership with Account Management. Surface risk early, quantify it, and lead the mitigation plan. Contribute account intelligence and value evidence to the renewal and expansion motion.

- Identify and qualify expansion opportunities at the project and business unit level, and hand them to Account Management with the context needed to close.

- Run executive business reviews. Prepare and deliver QBRs that present usage, outcomes, and roadmap alignment to senior customer stakeholders.

- Orchestrate internal resources. Coordinate Customer Engagement, Professional Services, Solution Strategy, Learning, and Product to deliver a single, frictionless experience across the account.

- Operate the CS tech stack as a power user. Monitor health and usage signals, execute playbooks, and maintain accurate account records in gong, salesforce and other tools.

- Advocate for the customer internally. Capture and structure feedback that informs the product roadmap, and champion new features and enhancements back to the account.

- Generate organic referrals from satisfied users to support penetration into adjacent teams and business units.

Required Qualifications

- Bachelor's degree in Business, Marketing, Information Technology, market research or a related field.

- 6+ years in Customer Success