Customer Success Manager

About Appspace

Your Role As a Customer Success Manager

• The Customer Success Manager owns the life cycle of their accounts, managing the customer from onboarding transition through renewals.
• The CSM will develop trusted relationships with customers to promote retention.
• The CSM is both an advocate and advisor for their customers.
• They are expected to communicate regularly with customers to provide account assistance and facilitate the adoption of new features to drive positive outcomes.
• The CSM works with cross-functional teams to ensure a customers needs are addressed.
• A Day in the Life of a Customer Success Manager:
• 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 broader CSM team best practices
• Product setup or configuration assistance

What You’ll Need

• 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.
• Computer software industry experience preferred (SaaS)
• 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.
• Familiarity with Salesforce
• Technically inclined and able to quickly pick up and train customers on software changes
• A degree in Business, Computer Science/Information Technology or related discipline is preferred.

The Perks Of Working At Appspace

Additional Perks Include

• Generous PTO
• Flexible work schedules
• Remote work opportunities
• Paid company holidays
• A casual dress work environment
• A company provided laptop (choice of Mac, PC, Chromebook)
• Appspace Quiet Fridays (No non-essential internal meetings scheduled)

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