Founding Client Success Manager

About the Role

As a Client Success Manager at Aviary AI, you will play a critical role in ensuring our credit union and insurance clients have a smooth and successful onboarding experience. You will collaborate with both internal teams and clients to ensure the effective implementation, integration, and launch of Aviary AI’s solutions. Your focus will be on helping clients leverage our AI-powered voice agents, improve customer satisfaction, and achieve tangible business outcomes.

This will be hybrid role, based in the Chicago area. The expectation is 2-3 days in the office and 2-3 days remote.

Responsibilities

• Client Onboarding & Implementation: Lead the onboarding process for new credit union and insurance clients, ensuring the seamless setup and launch of Aviary AI’s voice agents and knowledge base systems.
• Project Management: Coordinate with cross-functional teams (Sales, Engineering, Product, and Marketing) to ensure project milestones are met on time and within scope.
• Client Support & Training: Provide ongoing training and support to clients, ensuring they are equipped to use Aviary AI effectively and optimize their AI voice solutions.
• Relationship Building: Develop strong, long-term relationships with clients, serving as their primary point of contact for all post-sales inquiries and support needs.
• Client Advocacy: Act as the voice of the client within the organization, ensuring their needs are communicated and addressed across all teams.
• Continuous Improvement: Gather feedback from clients and internal stakeholders to drive improvements in our product and services, contributing to product roadmap development.
• Performance Tracking: Monitor and report on key client metrics (e.g., usage, satisfaction, and engagement), proactively identifying opportunities for optimization.
• Troubleshooting & Problem Solving: Address and resolve any challenges or roadblocks that clients may encounter during the implementation or ongoing use of Aviary AI solutions.

Qualifications

• Strong organizational skills and attention to detail.
• A proactive, client-first attitude with the ability to anticipate client needs and drive success.
• Bachelor's degree or equivalent experience.
• Excellent communication and interpersonal skills, with the ability to build rapport with both clients and internal teams.
• Exceptional project management skills, with experience managing complex implementations and timelines.
• Ability to problem-solve and think critically to address client challenges and deliver solutions.

Nice to Haves

• Experience in client success, customer success, or account management, preferably within the SaaS, AI, financial services, or technology industry.

Benefits

• Competitive salary and equity package.
• Comprehensive health insurance and 401k benefits.
• A dynamic, transparent, and high-autonomy work environment.
• Opportunities for professional growth and development within a rapidly growing company.
• Work on cutting-edge AI technology with a significant impact on the financial industry.
• Unlimited PTO.

About Aviary

Aviary AI, transforms the way credit unions communicate with their members by using AI technologies. Aviary, an outbound AI sales team for credit unions, banks and insurance companies, provides interactions that are human-like and customized to fit the operational and regulatory requirements of credit unions, banks and insurance providers. Aviary uses a private large language models and industry data to ensure TCPA compliance and high-quality interactions.

1. Initial Call: 15-30 minute intro call with our co-founder/CEO to get to know each other.
2. Interview with hiring manager: Practical Assessment-Show us how you’d tackle key challenges in customer success.
3. Final Interview: 15-30 minute call or in-person meeting with our founders (CEO, CTO, COO and Head of Data).
4. Reference/background check
5. Offer!