Customer Success Manager

Summary

Join Appspace as a Customer Success Manager and own the customer lifecycle, from onboarding to renewals. Develop trusted relationships with customers to ensure retention and act as both an advocate and advisor. Regularly communicate with customers, provide account assistance, and facilitate the adoption of new features. Collaborate with cross-functional teams to address customer needs. A day involves owning the customer experience, conducting check-in meetings, driving subscription renewals, collaborating with sales and marketing, promoting new features, serving as a customer advocate, resolving questions, escalating support tickets, delivering training, and contributing to team best practices. The role requires strong communication, technical aptitude, and collaboration skills.

Requirements

• Ideal candidates will have at least 3-5 years professional work experience (post undergraduate) in a business development/account management/sales capacity with a particular emphasis on customer support, satisfaction, retention, and sales
• Excellent communication and interpersonal skills; organized and able to multitask between multiple tasks/customer situations simultaneously
• Self-motivated, proactive with innovative ideas to inspire customer loyalty and adoption
• A collaborator who can quickly identify the correct internal resource and work closely with them to ensure customer’s needs are addressed quickly and completely
• Technically inclined and able to quickly pick up and train customers on software changes

Responsibilities

• Own the customer experience: adoption and value of Appspace, customer satisfaction and retention
• Conduct frequent check-in meetings with assigned customers as prescribed to ensure smooth operation of our software and identify challenges, if applicable
• Drive subscription renewal and/or expansion process following prescribed process and utilizing appropriate tools and resources as needed
• Collaborate with fellow team members in sales and marketing as needed for larger expansion opportunities and leveraging select customers as sales reference and/or case studies
• Promote customer awareness of new releases and features, provide insight through other use cases, and offer insightful reporting and analytics to continuously ensure maximum adoption and delight with Appspace platform
• Serve as the customer advocate, facilitating open discussions at all times
• Help resolve customer questions and/or find the answer working with internal teams strive to continuously learn and improve knowledge base
• Escalate support tickets as needed to ensure timely resolution of technical problems and until resolved, provide timely updates/communication back to the customer
• Deliver or arrange training sessions as needed for technical and non-technical users
• Communicate effectively and contribute to the broad CSM team best practices
• Product setup or configuration assistance

Preferred Qualifications

• Computer software industry experience preferred (SaaS)
• Familiarity with Salesforce
• Degree in Business, Computer Science/Information Technology or related discipline is preferred

Benefits

• Competitive salaries, medical, dental and vision coverage, disability coverage, employer paid life insurance, mental health resources, 401(k) plan and a fully paid 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