Customer Success Manager

Summary

Join Appspace as a Customer Success Manager and guide customers through every stage of their relationship, from onboarding to renewal. Build trusted connections, advise, and advocate for customers. Collaborate with teams to address account issues and implement new features. Act as a trusted advisor, collect customer feedback, and liaise between customers and product engineering. Resolve critical issues, plan accounts to mitigate risk and drive growth, and engage with executive sponsors. Track key customer signals, collaborate with sales, forecast churn and growth, and lead team training. This role requires 3+ years of experience in customer success, account management, or similar roles, along with strong technical aptitude, independent decision-making skills, and relationship-building abilities. Appspace offers competitive salaries, employer-paid medical, dental, vision, and life insurance, a pension plan, paid parental leave, generous PTO, flexible work schedules, remote work opportunities, and paid company holidays.

Requirements

• Proven track record in Customer Success, Account Management, Client Services, or similar roles (3+ years)
• A passion for advocating for customers and acting as an extension of Appspace's customer team
• A strong interest in and ability to learn technical concepts related to Appspace and its customers
• Ability to manage a customer portfolio autonomously, make key decisions, and involve senior management when necessary
• Proven success building relationships with business decision-makers
• Strong collaboration skills to work effectively with Sales, Workplace Experience Services, Product, Engineering, and the Appspace Executive team

Responsibilities

• Guide customers on Appspace best practices and product features
• Articulate the value of the whole Appspace platform
• Develop, document and execute a success plan that aligns with the customer’s goals
• Collect feedback and identify roadblocks to inform product development, go-to-market strategy, and leadership
• Bridge the gap between customers and product engineering to develop new solutions and influence the product roadmap
• Be the voice of the customer
• De-escalate and resolve critical customer issues, including navigating disruptions and custom integrations
• Build and execute account plans to mitigate risk, drive growth with cross-sell and expansion for your customer portfolio
• Engage with Executive Sponsors
• Lead business reviews with C-suite executives and technical leaders, including planning and prework
• Track key customer signals to identify healthy/unhealthy customer accounts, identify trends and areas for improvement
• Manage relationships with Account Executives in cross-sell opportunities but also general account management
• Report on performance and share best practices with sales teams
• Forecast churn and growth for your leadership team
• Help onboard new team members, lead training sessions, and share knowledge with peers
• Ability to conduct business reviews onsite or remotely with customers and Appspace leadership, with travel 5-10%
• Ability to own and manage relationships with up to 25 accounts

Benefits

• Competitive salaries
• Employer paid medical, dental and vision coverage
• Employer paid life insurance
• Mental health resources
• Pension plan
• Paid maternity and parental leave program
• Generous PTO
• Flexible work schedules
• Remote work opportunities
• Paid company holidays
• Appspace Quiet Fridays (No non-essential internal meetings scheduled)
• A casual dress work environment