Full-Time Customer Success Manager

Customer Success Management (CSM)

The Appcues CSM team focuses on aligning with customer outcomes, enabling use cases, and expanding to new use cases. The role also acts as a liaison between customers and the Appcues ecosystem, facilitating collaboration with product management, engineering, sales, professional services, and others.

Responsibilities

• Onboarding: Guide customers through onboarding, ensuring quick value realization.
• Success Plans: Develop tailored success plans to drive product adoption and customer alignment.
• Product Training: Conduct product training sessions to empower customers and boost engagement.
• Relationships: Build and nurture long-term relationships with key stakeholders to foster trust and partnership.
• Strategic Advice: Provide strategic advice, guiding customers to leverage the product for improved user and customer experience.
• Metrics & Analysis: Regularly review customer goals, success metrics, and usage to identify and address adoption risks, ensuring maximum retention.
• Expansion Opportunities: Identify expansion opportunities and collaborate with account management to drive upsells, cross-sells, and renewals by showcasing continuous value and ROI.
• Best Practices: Share best practices, use cases, and success stories to inspire and educate customers.
• Marketing Collaboration: Collaborate with marketing on customer success stories, case studies, and thought leadership content.
• Voice of Customer: Gather customer feedback and influence product development.
• Team Collaboration: Partner with Product, Engineering, Support, and Implementation teams to address issues and enhance the customer experience.
• Knowledge Sharing: Contribute to internal knowledge sharing and process improvements for enhanced customer success.
• Retention Strategies: Develop and execute strategies to improve customer retention and reduce churn.
• Champion Nurturing: Identify and nurture customer champions to build long-term partnerships.

Supporting Mid-Market Customers: This role supports mid-market customers in the Western Region (Midwest or West Coast).

Qualifications

• 2+ years experience in services or sales roles
• Prior Customer Success experience or equivalent history of increasing satisfaction, adoption, and retention in a SaaS organization
• Understanding of Appcues and product-led growth strategies
• Understanding of integrations, APIs, and/or WebHooks
• Experience partnering with customers to define and achieve business outcomes
• Familiarity with customer sizes relevant to the assigned segment
• Strong communication (verbal, written, organizational, presentation) skills
• Detail-oriented and analytical
• Team player and self-starter
• Project management experience
• Technical, analytical, and problem-solving skills
• Alignment with company values
• Willingness to travel (if needed)
• Progressive experience in post-sales or professional services functions

Compensation: Appcues uses market data to determine competitive compensation. This range is for US-based candidates and built to be nationwide, based on Greater Boston area ranges. It includes salary, equity, and benefits.

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