Customer Success Manager

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Appcues

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Appcues is a user engagement platform designed to help SaaS businesses improve user onboarding, feature adoption, and retention. With tools like in-app messaging, email, push notifications, and data tracking, Appcues enables companies to create personalized user journeys and automate multi-channel messaging workflows. Over 1,500 businesses use Appcues to enhance their user experience, engage customers, and drive product adoption by delivering timely and relevant messages across all user touchpoints. The platform focuses on harnessing user behavior data to optimize engagement strategies and improve the overall effectiveness of customer interactions.

user onboarding • activation • growth marketing • product adoption • SaaS

51 - 200 employees

☁️ SaaS

🤝 B2B

⚡ Productivity

💰 $7M Debt Financing on 2022-01

📋 Description

• 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.

🎯 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

🏖️ 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. • 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.