Customer Success Manager

Summary

Join Appcues' Customer Success Management team and play a pivotal role in aligning with customer business outcomes, enabling their use cases, and expanding their product adoption. You will guide customers through onboarding, develop tailored success plans, conduct product training, and build strong relationships with key stakeholders. As a strategic advisor, you'll help customers leverage the product to enhance their user and customer experience, monitor usage, and identify expansion opportunities. You will collaborate with various teams, gather customer feedback, and contribute to internal knowledge sharing. This mid-market focused role, supporting the Western Region, requires 2+ years of experience in a services or selling role within a SaaS environment.

Requirements

• 2+ years experience in a services and/or selling role
• Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention within a SaaS organization
• Understanding of Appcues and typical Product-Led growth strategies
• General understanding of integrations, APIs, and/or WebHooks
• Experience partnering with customers to define and achieve business outcomes
• Familiarity working with customers of sizes relevant to the assigned segment
• Exceptional verbal, written, organizational, presentation, and communication skills
• Detailed oriented and analytical
• Strong team player but self-starter
• Project management experience & skills
• Strong technical, analytic, and problem-solving skills
• Alignment with our values, and willingness to work in accordance with those values
• Ability to travel if needed
• Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions

Responsibilities

• Guide customers through a smooth onboarding process, ensuring they quickly realize value
• Develop tailored success plans to drive product adoption and alignment with customer goals
• Conduct product training sessions to empower customers and drive engagement
• Build and nurture long-term relationships with key stakeholders to establish trust and deep partnership
• Act as a strategic advisor, helping customers leverage the product to improve their user and customer experience
• Regularly review customer goals and success metrics to ensure alignment with their business needs
• Monitor customer usage and proactively address adoption risks to maximize retention
• Identify expansion opportunities and collaborate with Account Management to drive upsell and cross-sell initiatives as well as support renewals by demonstrating continuous value and ROI to customers
• Share best practices, use cases, and success stories to inspire and educate customers
• Collaborate with Marketing on customer success stories, case studies, and thought leadership content
• Serve as the voice of the customer by gathering feedback and influencing product development
• Partner with Product and Engineering teams to relay feature requests and usability insights
• Align with Support and Implementation teams to resolve issues and drive a superior customer experience
• Contribute to internal knowledge sharing and process improvements to enhance the customer success function
• Develop and execute strategies to improve customer retention and reduce churn
• Identify and nurture champions within customer organizations to strengthen long-term partnerships

Benefits

• 100% remote - We don’t have an office so all of our employees learn and collaborate in the same way using remote work practices. This won't change post-COVID as we are committed to being 100% remote for the long-term. We work in Slack, Zoom, and a collection of modern collaboration tools. We have inclusive remote events and we get together annually for a fun off-site retreat
• Well-being - You'll have solid health, dental, and vision plans; access to 401k, and a generous maternity and paternity leave
• Fair pay - Each role has a defined salary band, bands and salaries are audited on a regular basis to help maintain fairness and market value
• Home office and tech budget - Besides paying for your work computer (Mac or PC), we offer a one-time $1000 home office stipend and an additional $500 annual budget for extra work-related technology
• Coworking space, on us - Home office not cutting it? We'll reimburse your monthly coworking fees
• Equity - We want everyone invested in our success. We grant every employee equity in the company
• Transparency and collaboration - We foster team alignment with meetings of all shapes and sizes—a monthly all-hands meeting called FirstThurs, weekly team lunches, and Lunch & Learns., and an annual learning stipend
• Flexible Time Off - We believe time away to reflect and explore makes us all more productive, so employees don’t accrue vacation time – they work with their managers to schedule time off when they need it, consistent with our Flexible Time Off policy. Employees based in the USA also take off all US federal holidays. Employees residing in other countries can choose to follow their local national holidays or US federal holidays