About AirMason AirMason is redefining how companies build, manage, and scale their employee experience through modern, interactive handbooks and compliance-driven workflows.

Our platform combines thoughtful design, powerful automation, and AI-driven capabilities to help organizations stay compliant, communicate clearly, and create better employee experiences at scale. From fast-growing startups to complex, multi-state enterprises, AirMason enables teams to simplify compliance while delivering a polished, on-brand experience for their workforce.

As we continue to evolve our platform and expand into more intelligent, AI-powered solutions, Customer Success plays a critical role in ensuring our customers not only adopt AirMason, but also fully realize its long-term value.

About the Role As an Enterprise Customer Success Specialist, you will own the success of AirMason’s most strategic and complex customer relationships. You will act as a trusted advisor to enterprise stakeholders, ensuring customers successfully implement, adopt, and realize measurable value from the AirMason platform.

This is a highly cross-functional role, partnering closely with Sales, Product, Design, and Engineering to deliver seamless implementations, drive adoption, and identify opportunities for growth and expansion.

You will be responsible not just for supporting customers, but for proactively guiding them toward long-term success, retention, and partnership with AirMason. Key Responsibilities Customer Success & Engagement Act as a trusted advisor to customers, deeply understanding their goals, challenges, and evolving needs Demonstrate strong user empathy and expertise in the lifecycle of a customer issue or request; you are able to read between the lines, identify root needs, and drive toward clear, effective resolutions Maintain crisp, thoughtful, and detail-oriented communication across all channels (email, Slack, calls, etc.) Proactively guide customers in adopting new features and understanding complex concepts in a simple, actionable way Monitor customer health, engagement, and usage trends, and take proactive steps to improve adoption and satisfaction Identify and mitigate risks early, ensuring a consistently high-quality customer experience

Post-Launch Success & Adoption Partner with the Technical Onboarding team to ensure a smooth transition from implementation to ongoing success Gain deep context on each customer’s implementation, goals, and configuration Continue momentum post-launch by reinforcing training, adoption, and engagement strategies Deliver ongoing enablement, including advanced use cases, new feature education, and optimization guidance

Renewals & Expansion Own the enterprise renewal processes to ensure high retention across accounts Identify expansion opportunities, including additional use cases, features, or business units Partner with Sales on upsell and cross-sell opportunities within existing accounts Mitigate churn risk through proactive engagement and issue resolution

Technical Coordination & Problem Solving Triage and manage technical questions, working closely with Engineering and Product teams Translate customer needs into clear technical requirements and actionable insights Navigate ambiguity and complex problem-solving across technical and non-technical stakeholders

Customer Insights & Product Influence Advocate for the customer internally by sharing feedback, trends, and feature requests Identify recurring friction points and opportunities to improve the product or customer experience Partner with Product to inform roadmap priorities based on enterprise needs How You Work You lead with empathy and curiosity, taking time to deeply understand customer needs rather than reacting at a surface level You communicate clearly and thoughtfully, with strong attention to detail and tone You enjoy helping others learn, and are energized by breaking down complex ideas into simple, actionable guidance You are proactive and ownership-driven, anticipating customer needs and taking action before issues arise You thrive in ambiguity and are comfortable navigating evolving products, priorities, and customer needs What We’re Looking For 3+ years of experience in Customer Success, Enterprise Account Management, or a similar client-facing role Track record of driving customer retention, adoption, and long-term account growth Experience owning or supporting renewals and expansion conversations within a SaaS environment Ability to quickly learn and confidently speak to AI-driven features and evolving product capabilities Experience using customer success and support tools (e.g., Vitally, Intercom) to manage customer health, engagement, and communication

Skilled at translating customer needs into clear, actionable feedback for Product and Engineering