Customer Success Manager, Appcues
West Coast
$60-80k
+ Variable component + Equity
Platform for measuring product adoption
Be an early applicant
Platform for measuring product adoption
21-100 employees
Be an early applicant
$60-80k
+ Variable component + Equity
21-100 employees
Company mission
To make product adoption management and improvement easier, without needing to rely on a developer.
Role
Who you are
- 2+ years experience in a services and/or selling role
- Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention within a SaaS organization
- Understanding of Appcues and typical Product-Led growth strategies
- General understanding of integrations, APIs, and/or WebHooks
- Experience partnering with customers to define and achieve business outcomes
- Familiarity working with customers of sizes relevant to the assigned segment
- Exceptional verbal, written, organizational, presentation, and communication skills
- Detailed oriented and analytical
- Strong team player but self-starter
- Project management experience & skills
- Strong technical, analytic, and problem-solving skills
- Alignment with our values, and willingness to work in accordance with those values
- Ability to travel if needed
- Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions
What the job involves
- The Appcues Customer Success Management (CSM) team focuses on the themes of align, enable, and expand
- We align with 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
- Additionally, our team serves as liaisons between the customer and the Appcues ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others
- Guide customers through a smooth onboarding process, ensuring they quickly realize value
- Develop tailored success plans to drive product adoption and alignment with customer goals
- Conduct product training sessions to empower customers and drive engagement
- Build and nurture long-term relationships with key stakeholders to establish trust and deep partnership
- Act as a strategic advisor, helping customers leverage the product to improve their user and customer experience
- Regularly review customer goals and success metrics to ensure alignment with their business needs
- Monitor customer usage and proactively address adoption risks to maximize retention
- Identify expansion opportunities and collaborate with Account Management to drive upsell and cross-sell initiatives as well as support renewals by demonstrating continuous value and ROI to customers
- Share best practices, use cases, and success stories to inspire and educate customers
- Collaborate with Marketing on customer success stories, case studies, and thought leadership content
- Serve as the voice of the customer by gathering feedback and influencing product development
- Partner with Product and Engineering teams to relay feature requests and usability insights
- Align with Support and Implementation teams to resolve issues and drive a superior customer experience
- Contribute to internal knowledge sharing and process improvements to enhance the customer success function
- Develop and execute strategies to improve customer retention and reduce churn
- Identify and nurture champions within customer organizations to strengthen long-term partnerships
- This role will be supporting our mid-market customers in the Western Region (Midwest or West Coast)
Our take
Every digital business deals with change, and much of this change comes with adopting new products relative to improving processes. Evaluating the effectiveness of respective products requires its own methodology and investment in time, energy and expense. The digital experience platform is a growing but lucrative market with projected valuation exceeding $15 billion by 2025.
Appcues has created a no-code platform that allows businesses to analyze product usage as well as communicate their reactions. Appcues is easy to integrate into pre-existing platforms as it functions as a Google Chrome extension. Once you establish an account, you can log into Appcues Studio and manage flows and events, target experience, and app feedback.
Appcues provides consumers with a smoother on-boarding experience by offering product tours and welcome messages. This simple-to-use system has already been welcomed by a variety of large vendors including Lyft, Clearbit and AdRoll.
Freddie
Company Specialist at Welcome to the Jungle
Insights
71% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jan 2022
$32.1m
SERIES B
Aug 2018
$10m
SERIES A
Total funding: $45.8m
Company benefits
- You'll have a solid health, dental, and vision plan; access to 401k, and a generous family leave policy
- We offer a $1,000 home office stipend, and an additional $500 annual budget for extra work-related technology
- Home office not cutting it? We'll reimburse your monthly coworking fees
- Equity offerings
- We foster team alignment with meetings of all shapes and sizes—a monthly all-hands meeting called FirstThurs, ad hoc Lunch & Learns at team lunches, and more!
- We believe time away to reflect and explore makes us all more productive, so we expect each employee to take a minimum of ten days of vacation per year
Company HQ
Prudential / St. Botolph, Boston, MA
Leadership
Jackson Noel
(Co-founder)Having worked for GE Capital for 3 years, Jackson took an MIT MBA before working for a year in Growth for Testive. They left this in 2014 having co-founded Appcues in 2013.
Jonathan Kim
(Co-founder & Board Member)Jonathan started their career as a Fenway News Online Editor for 3 years, before working at Performable and serving as a Subspot Software Engineer in 2013. Having founded it in 2013, they have been a Board Member at Appcues since June 2020.
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