Customer Success Manager

22 hours ago

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Appspace

WebsiteLinkedInAll Job Openings

IPTV • video walls • kiosks • room booking • dashboards

201 - 500 employees

🏢 Enterprise

⚡ Productivity

☁️ SaaS

💰 Private Equity Round on 2019-12

Description

• About Appspace: At Appspace, we’re passionate about creating better work experiences for people everywhere. • Your Role as a Customer Success Manager: As a Customer Success Manager, you’ll guide customers along every stage of our relationship, from onboarding to renewal. • A Day in the Life of a Customer Success Manager: Trusted Advisor: Guide customers on Appspace best practices and product features. • Customer Feedback Champion: Collect feedback and identify roadblocks to inform product development, go-to-market strategy, and leadership. • Product Liaison: Bridge the gap between customers and product engineering to develop new solutions and influence the product roadmap. • Issue Resolution Expert: De-escalate and resolve critical customer issues, including navigating disruptions and custom integrations. • Account Planning: Build and execute account plans to mitigate risk, drive growth with cross-sell and expansion for your customer portfolio. • Executive Engagement: Engage with Executive Sponsors. Lead business reviews with C-suite executives and technical leaders, including planning and prework. • Data-Driven Insights: Track key customer signals to identify healthy/unhealthy customer accounts, identify trends and areas for improvement • Sales Collaboration: Manage relationships with Account Executives in cross-sell opportunities but also general account management. • Churn & Growth Forecasting: Forecast churn and growth for your leadership team. • Team Leader: Help onboard new team members, lead training sessions, and share knowledge with peers. • In person business reviews: Ability to conduct business reviews onsite or remotely with customers and Appspace leadership, with travel 5-10%. • Account Management: Ability to own and manage relationships with up to 25 accounts.

Requirements

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

Benefits

• For all our UK based team members, we offer a variety of benefits from competitive salaries, employer paid medical, dental and vision coverage, employer paid life insurance, mental health resources, pension plan and 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