Description

Join Appcues and become a pivotal part of our Customer Success Management (CSM) team, focused on aligning with customer goals, enabling them on use cases, and expanding their product adoption. You'll serve as a strategic partner, ensuring our mid-market customers in the Western Region (Midwest or West Coast) achieve and exceed their desired business outcomes.

Your Mission

• Seamless Onboarding: Guide customers through a smooth onboarding process, ensuring rapid value realization.
• Tailored Success Planning: Develop and execute customized success plans that drive product adoption and align with customer goals.
• Empowering Product Training: Conduct engaging product training sessions to empower customers and maximize engagement.
• Strategic Relationship Building: Cultivate and nurture long-term relationships with key stakeholders, fostering trust and deep partnerships.
• Strategic Advisory: Act as a trusted advisor, helping customers leverage Appcues to improve their user and customer experience.
• Goal & Metric Review: Regularly review customer goals and success metrics to ensure alignment with business needs.
• Proactive Adoption Management: Monitor customer usage and proactively address adoption risks to maximize retention.
• Expansion Opportunity Identification: Identify expansion opportunities and collaborate with Account Management to drive upsell and cross-sell initiatives.
• Value & ROI Demonstration: Support renewals by demonstrating continuous value and ROI to customers.
• Knowledge Sharing & Best Practices: Share best practices, use cases, and success stories to educate and inspire customers.
• Customer Advocacy & Feedback: Serve as the voice of the customer, gathering feedback and influencing product development.
• Cross-Functional Collaboration: Partner with Product, Engineering, Support, and Implementation teams to resolve issues and drive a superior customer experience.
• Process Improvement & Knowledge Sharing: Contribute to internal knowledge sharing and process improvements to enhance the customer success function.
• Retention & Churn Reduction: Develop and execute strategies to improve customer retention and reduce churn.
• Champion Identification: Identify and nurture champions within customer organizations to strengthen long-term partnerships.

What You Bring

• Relevant Experience: 2+ years of experience in a services and/or selling role.
• SaaS Customer Success: Prior experience in Customer Success or a similar role, driving satisfaction, adoption, and retention within a SaaS organization.
• Appcues & PLG Understanding: Understanding of Appcues and typical Product-Led Growth strategies.
• Technical Acumen: General understanding of integrations, APIs, and/or WebHooks.
• Outcome-Driven Partnership: Experience partnering with customers to define and achieve business outcomes.
• Mid-Market Customer Expertise: Familiarity working with customers of sizes relevant to the assigned segment.
• Exceptional Communication & Presentation: Exceptional verbal, written, organizational, presentation, and communication skills.
• Detail-Oriented & Analytical: Detail-oriented and analytical mindset.
• Team Player & Self-Starter: Strong team player with the ability to work independently.
• Project Management Skills: Project management experience and skills.
• Technical & Problem-Solving Skills: Strong technical, analytical, and problem-solving skills.
• Alignment with Values: Alignment with our company values and a commitment to working in accordance with those values.
• Travel Flexibility: Ability to travel if needed.
• Customer Advocacy Experience: Demonstrated progressive experience in customer advocacy and engagement roles.