About Aspire Aspire.io is the world’s first word-of-mouth commerce platform that leverages your brand’s ambassadors, influencers, affiliates, customers, user-generated content, and social ads to accelerate marketing results across paid, owned, and earned channels. Since 2014, Aspire’s industry-leading software platform, combined with our award-winning Agency Services team, has served household names such as M&Ms, Keurig, Samsung, HelloFresh, Dyson, and many other high-growth ecommerce companies while paying out $100M to creators around the world. The Role We're seeking an experienced Team Lead, Customer Success Manager to join our team in a dual capacity: managing a high-value portfolio of enterprise accounts while providing leadership and coaching to our Sr. Customer Success Manager team. This role is ideal for a seasoned CSM professional ready to expand their impact through both direct account ownership and team development. What You’ll Be Working On: Portfolio Management - Own and manage a portfolio of parent enterprise accounts valued between $800K and $1M, with renewals distributed across all four quarters - Serve as the primary strategic advisor and trusted partner for your accounts, driving retention, satisfaction, and growth - Identify and execute expansion opportunities within your portfolio - Build strong, collaborative relationships with our Agency Services team to optimize outcomes for Hybrid accounts and identify opportunities to expand enterprise accounts into hybrid partnerships Team Leadership & Development - Coach and mentor a team of Customer Success Managers on account strategy, growth initiatives, and best practices - Lead weekly account reviews to track progress toward key outcomes: retention, expansion, and attributable revenue generation - Support CSMs through customer escalations, complex renewals, and strategic planning challenges - Provide constructive feedback and performance insights to help team members continuously improve and succeed Strategic Operations & Process Excellence - Partner with leadership to identify and implement process improvements that enhance operational efficiency - Optimize team workflows to drive customer retention and elevate the overall customer experience - Document and champion scalable best practices across the Customer Success organization Voice of the Customer - Collaborate with the VP of Customer Success to synthesize customer feedback and communicate insights to Product, Sales, and other cross-functional teams - Influence product roadmap and strategic direction based on customer needs and market trends What We’re Looking For: - 5+ years of experience in account management, sales, or customer success within a SaaS business managing renewals - 1+ years of people management experience in account management, sales, or customer success - Proven ability to drive retention and expansion through strong commercial acumen and strategic account planning - Demonstrated track record managing enterprise accounts in a B2B SaaS environment - Experience coaching or mentoring Customer Success team members with demonstrated ability to elevate team performance - Strong business acumen with the ability to identify growth opportunities and drive revenue outcomes - Excellent relationship-building skills with both customers and internal stakeholders - Strategic thinker who can balance hands-on account management with team leadership responsibilities - Collaborative partner who thrives in cross-functional environments - Process-oriented with a passion for operational excellence and continuous improvement Preferred Qualifications - Experience working in marketing technology and/or influencer, affiliate, or performance marketing - Experience selling or expanding services into professional services or agency business models Why This Role Is Unique This position offers a rare opportunity to maintain direct customer impact while growing your leadership capabilities. You'll manage meaningful enterprise relationships while shaping the success of your teammates—perfect for a high-performing CSM ready to expand their sphere of influence without stepping away from customer-facing work entirely. Benefits & Perks - Comprehensive Benefits – Full health, dental, and vision insurance to keep you covered. - Remote Work Flexibility – Thrive in a high-energy, high-performing team—all from the comfort of your home. We provide support for your internet and home office setup. - 401(k) Plan – Save for your future with our competitive 401(k) retirement savings plan. - Flexible PTO – Recharge and take time off whenever you need with our flexible paid time off policy. - Paid Parental Leave – Four months of fully paid leave for new moms and dads—one of the best policies in the industry. - Ongoing Training & Development – We invest in your growth with customized training, coaching, and career acceleration opportunities—while building clearer, more defined career paths. Plus, take advantage of our annual education stipend to keep learning on your terms. - End-of-Year Break – We typically close between Christmas and New Year’s to give everyone time to unplug and recharge. Availability may vary by team based on workload and customer support needs. The Total Compensation for this role is between $115,000-135,000 OTE and is a mixture of base salary and bonus. This role is eligible for additional incentive benefits as part of our compensation plans. Please note: The final offer amount will depend on factors like experience, expertise, and location, and may differ from the range above. This range also excludes additional benefits, such as equity, 401(k), and medical, dental, or vision insurance. Our compensation philosophy: we use a market-based approach to compensation. This means we use a series of compensation tools to help us understand how companies value this role in the U.S. market based on function, level, geographic location, and positions benchmarked against similar-stage growth companies. To comply with local legislation and provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors, including geographic location and candidate experience and expertise, and may vary from the amounts listed above. We have competitive pay bands for all other countries based on market standards. Equal Opportunity Aspire is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating a welcoming and inclusive environment for all. Please apply to this role if you feel you are a good fit, regardless of your race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other perceived limiting factor. We welcome applicants from all walks of life.

• Manage, develop, and maintain client relationships to ensure client satisfaction and foster loyalty. • Maximize current product utilization, upselling into new products to drive growth. • Ensure strong customer retention by reducing churn, renewing customers, and driving net retention through customer satisfaction and health. • Promote the company’s BusyBusy product to the appropriate target market within the customer base. • Ensure optimal Salesforce data hygiene by consistently updating accounts and contacts. • Lead the renewal process for assigned accounts, guaranteeing seamless service continuity and high client satisfaction. • Conduct outbound and inbound client engagements to generate revenue growth through expansion sales. • Foster collaborative relationships with cross-functional teams to align strategies and deliver superior client care and support. • Collect and analyze customer engagement data to derive actionable insights. • Develop and nurture long-term client partnerships, positioning the company as a trusted advisor. • Track and report on client demand, usage trends, and key account metrics.

• Support the team developing partner relationships and growth strategy • Deliver on annual targets and retention/impact objectives • Identify expansion opportunities and improve overall client happiness • Build trust and mutually beneficial, long-term relationships with partners • Focus on satisfying the operational needs of franchise operators and their employees • Work closely with cross-functional teams across InStride and the academic network

• Act as a trusted advisor to client leadership, guiding them on how to transition toward an AI-augmented workforce and drive value with our platform. • Maintain deep proficiency in the platform to effectively translate technical capabilities into high-level business objectives. • Build deep, consultative relationships across complex internal structures, including Digital Banking, Contact Center, IT, Compliance, Lending, and Executive teams. • Drive the long-term health of the partnership by owning key retention and growth metrics. • Champion the voice of the bank and credit union internally.