Customer Success Manager - Remote

Overview

The Appcues Customer Success Management (CSM) team focuses on the themes of align, enable, and expand. We align with customers’ desired business outcomes, enable them on their existing use cases, and work with them to expand into additional use cases, ensuring ongoing and ever-improving customer return-on-investment. Additionally, our team serves as liaisons between the customer and the Appcues ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others.

In Short

• 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.

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.

Benefits

• 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.