Enterprise Customer Success Specialist

Air Mason 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 m fast-growing startups to complex, multi-state enterprises, Air Mason 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 Air Mason, but also fully realize its long-term value.

As an Enterprise Customer Success Specialist, you will own the success of Air Mason’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 Air Mason 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 Air Mason.

• Strong skills in Customer Satisfaction, Customer Retention, and fostering long-term relationships
• Experience in Customer Support and Account Management
• Proficient in Analytical Skills for data-driven decision-making and identifying key performance insights
• Clear communication and problem-solving abilities
• Ability to work independently while collaborating effectively with cross-functional teams
• Experience with SaaS platforms and HR tools is a plus
• Bachelor’s degree in Business Administration, Marketing, or a related field preferred

• 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
• 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

• 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

• 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

• 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