Scaled Customer Success Manager

The Appcues Customer Success Management (CSM) team focuses on the themes of Adoption, Retention, Expansion, and Advocacy.  We align our efforts to 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.  Our team serves as liaisons between the customer and the Appcues ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others.

• Manage a large portfolio of customers, leveraging tech touch, 1-to-many efforts, and automation to balance an excellent customer experience at-scale.
• Onboard and expand our customer base through tailored Appcues consultations, training, and assistant programs.
• Design and run at-scale, outreach campaigns to key points of contact in order to assist with Appcues adoption.
• Work cross-functionally with our Sales and CX partners to ensure strong adoption of Appcues.
• Serve as our in-house product ambassador to up-level our customers’ in-product experiences and help them get the most return of investment from Appcues.
• Identify and target strategic customers to engage with in order to drive up monthly active users and usage expansion.
• Proactively identify customers who are not maximizing their opportunity with Appcues and reach out to create an action plan to help them achieve success.
• Inform and influence our overall growth strategy
• Leverage high-touch and one-to-many tactics with customers to drive positive outcomes and articulate value realized for their businesses.
• Analyze customer data to create and execute engagement strategies within your customer portfolio.
• Proactively identify and flag churn risk and work proactively with a broader account team to mitigate it.
• Provide leadership reporting on your portfolio including ideas, tactics, and recommendations on how we can improve GRR.

• You are a team player and customer advocate motivated by helping others succeed. 
• You are seeking growth and want a role that will allow you to practice autonomy and creativity to hit strategic goals.
• You know how to listen to the customer and translate their business needs into a personalized consultation. 
• You're highly data-driven and intrigued by the challenge of delivering an awesome Appcues experience to customers. 
• You're a go-getter who can work in a fast-paced environment, embraces change, and takes the initiative to get things done.
• You are energized by working with customers and seek interaction and feedback.

• 2+ years experience in a services and/or selling role, Customer Success or Account Management
• Proven history of increasing adoption and retention within a SaaS organization
• Experience in managing a large volume of accounts
• Strong intrinsic motivation to be a top performer and contribute to a team
• You have a growth mindset and thrive in the building stage of a nascent team
• You’re motivated by seeing others succeed and grow when you partner with them
• You’re highly adaptable, easily acclimating to a rapidly changing business and industry
• You love getting to know new people/customers and helping them solve their business problems.