Customer Success Manager
Key Skills for This Role
Full Job Posting
Tasks
Own a portfolio of accounts from day one: onboarding, activation, and ongoing success.
Run structured quarterly business reviews that connect Appear's data to each client's commercial outcomes, not just activity metrics.
Identify expansion opportunities within existing accounts: additional brands, markets, or verticals where AI visibility matters and we're not yet working.
Manage renewals proactively. You know what's at risk before it's at risk, and you act on it early.
Be the voice of the customer internally. If clients are confused, struggling, or seeing something we're not, that signal reaches product and marketing through you.
Use AI natively for account research, QBR prep, renewal forecasting, and follow-up. This is expected, not a bonus.
Requirements
- 2+ years in an account management, customer success, or renewal-owning role in B2B SaaS.
- Comfortable with commercial conversations. You can discuss pricing, ROI, and contract terms without deferring to sales.
- Strong at asking the right questions in client meetings, not just presenting.
- Genuinely curious about AI and how it's changing search. Clients will ask hard questions and you need to hold your own.
- Organised and proactive: you manage your book of business systematically, not reactively.
- Fluent in English. Spanish or other European languages are a plus for our client base.
- Nice to have
- Background in SEO, content marketing, or digital agency work. You'll speak your clients' language immediately.
- Experience managing accounts across legal, healthcare, financial services, or professional services verticals.
- Familiarity with HubSpot, GoHighLevel, Salesforce, or similar CRM for account tracking and renewal management.
- You've been an early CS or AM hire before and understand what it means to build the function as you run it.
About Appear
Appear is a privately held software company helping brands become visible and citable in AI-generated answers.
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