Partnership Customer Success Manager, Appcues
West Coast
$110-130k
+ stock options
Platform for measuring product adoption
Be an early applicant
Platform for measuring product adoption
21-100 employees
Be an early applicant
$110-130k
+ stock options
21-100 employees
Company mission
To make product adoption management and improvement easier, without needing to rely on a developer.
Role
Who you are
- We’re looking for someone who takes ownership, prepares thoughtfully, and cares about doing excellent work
- Someone who can build trust with customers, communicate clearly when conversations are complex, and use strong judgment when there isn’t a perfect script
- 5+ years of experience in Customer Success, Account Management, Renewals, or a similar customer-facing commercial role, ideally in B2B SaaS
- Experience owning a book of business with responsibility for retention, renewals, customer health, and expansion
- Comfort leading commercial conversations with customer stakeholders and decision-makers, including renewal negotiations, pricing discussions, contraction risk, and expansion proposals
- Strong business judgment and the ability to understand what is happening in a customer’s business, not just what is happening in the product
- A proactive operating style, with a clear system for staying organized across a large book of accounts
- Strong prioritization skills and the ability to identify which accounts need attention based on customer context, risk, opportunity, and business impact
- Excellent customer communication skills, including the ability to build trust, ask thoughtful questions, tell a clear value story, and navigate complex conversations with clarity
- Strong Salesforce hygiene, with records that are current, useful, and reliable for forecasting and account planning
- A clear understanding of when to own the relationship directly and when to bring in Support, Technical CSMs, Product, or leadership for the right next step
- Uses AI as part of your day-to-day workflow — come ready to share concrete examples of how you use AI to prepare, prioritize, summarize, communicate, or move faster
- Thrives in a fast-moving environment where ownership, judgment, collaboration, and follow-through matter more than perfect process
What the job involves
- Appcues is building the future of customer lifecycle engagement, and our Customer Experience team is central to making that promise real for customers
- As we relaunch the company around a new product, we’re looking for a Customer Experience Manager, focused on our Enterprise customers, to own customer relationships, protect revenue, and help customers realize meaningful value from Appcues over time
- In this role, you’ll be the primary relationship owner from close through renewal and expansion
- You’ll understand each customer’s goals, keep stakeholders engaged, identify risk early, and recognize where Appcues can grow with the customer
- You’ll lead commercial conversations directly, including renewals, pricing discussions, retention conversations, and expansion recommendations
- This is not a technical delivery role
- Technical questions go to Support
- Implementation, setup, and training work go to Technical CSMs
- Your job is to own the relationship, understand the account, drive the value story, and make sure the right work happens at the right time
- Appcues is at a turning point
- We’re relaunching the company around a new product, rebuilding how we work with customers, and raising the bar for what Customer Experience means here
- That means this role has meaningful ownership
- You’ll be joining a team where the work matters, the pace is fast, and the impact is real
- The Customer Experience Manager will play a critical role in helping our enterprise customers adopt the new Appcues, renew with confidence, and expand their use of the platform over time
- Own the customer relationship from post-sale through renewal and expansion, serving as the primary point of accountability for customer engagement, health, and value realization
- Lead the renewal motion directly, including early renewal conversations, value narrative development, commercial negotiation, pricing discussions, retention conversations, and standard renewal terms
- Start renewal conversations early, build the case for value before it is needed, and keep renewal opportunities current in Salesforce with clear next steps, risk flags, stakeholder notes, and forecast details
- Identify contraction risk before it reaches the renewal table by understanding customer goals, budget cycles, procurement pressure, stakeholder changes, and shifts in business priorities
- Conduct business reviews on a tier-appropriate cadence, using customer goals, product usage, business outcomes, and account context to tell a clear value story
- Identify expansion opportunities tied to real customer needs, including new teams, new use cases, add-ons, broader platform adoption, or lifecycle engagement opportunities
- Bring specific expansion recommendations forward based on customer goals, usage patterns, and account context
- Monitor account health regularly and use health signals, stakeholder context, product usage, and your own judgment to prioritize where to spend your time
- Maintain strong stakeholder coverage across your book, including executive sponsors where appropriate, and rebuild relationships quickly when key contacts leave
- Identify when a customer needs structured technical help, submit the right request to the Technical CSM or Support team, provide account context, and keep the relationship connected through the handoff
- Surface product gaps, escalation themes, and broader customer patterns to Customer Experience leadership with data and clear recommendations
- Use AI and automation thoughtfully to manage your book, prepare for customer conversations, synthesize account context, and create leverage in your day-to-day workflow
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 that reached a valuation exceeding $20 billion in 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 & CEO)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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