Senior Customer Success Manager, Appspace
More information about location
Workspace management software
Be an early applicant
Workspace management software
201-500 employees
Be an early applicant
More information about location
201-500 employees
Company mission
To help organizations connect their people, places, and spaces to create a workplace employees love.
Role
Who you are
- This role requires strong relationship-building skills, a consultative mindset, and the ability to manage multiple priorities
- This role is based in the Eastern Time Zone (EST), allowing for effective support of customers on both the U.S. East Coast and in Europe
- 5+ years’ experience managing customer relationships in a customer success capacity in a SAAS environment
- Experience managing and expanding customer relationships, including those at the executive level
- Experience working within a SaaS organization, understanding subscription-based software models, ARR, migration, and other aspects of business development
- Consultative and strategic approach to customers, including an ability to understand their needs and turn them into short- and long-term action and success paths
- Ability to navigate difficult conversations with diplomacy and tact
- Demonstrated ability to drive adoption and strong customer retention rates
- Excellent communication and presentation skills, including listening to customers to understand their spoken and unspoken needs and challenges
- Achievement oriented, with the ability to prioritize tasks and effectively manage multiple clients in a dynamic and fast-paced environment
- High energy level, demonstrated drive to succeed, and a sense of urgency
- Experience within a fast paced, growing organization is advantageous
- Ability to travel within North America as needed
- Understanding of intranets and related technologies such as Content Management (CMS), Web Content Management (WCM), CRM, Portals, Cloud, and Enterprise Software Solutions is a plus
- Direct software migration experience is an asset
- Background in cloud technology is an asset
- Background in Salesforce is an asset
What the job involves
- Appspace recently announced it acquired Igloo Software, expanding its global leadership in employee communications. As part of this integration, we're hiring a Senior Customer Success Manager to lead adoption, engagement, and retention efforts with existing Igloo customers
- You’ll play a key role in guiding customers through strategic migration and success plans, ensuring a seamless transition and long-term value
- Create Strategic Relationships: You own a high ARR portfolio of customers to develop and maintain strategic business relationships building fierce customer & brand loyalty
- Customer Engagement: You build in-depth knowledge of the customer, their business/industry and their digital workplace strategy. Together with a deep knowledge of the product and customer you actively promote programs and campaigns that drive customer adoption and engagement and ensure wild success
- Migration Identification and Support: You drive the process of creating and monitoring opportunities, identifying need, authority and timing to execute migration plans into action. You will work with the Migration Team to provide accurate information to support successful migration opportunities
- Digital Workplace Consultation: You become the trusted advisor to customers by providing digital workplace strategic plans and applying solutions to address specific business challenges to support them throughout their engagement lifecycle
- Proactive Internal Partnering: Work closely with key cross functional teams, including sales, engineering, implementation to advocate for improving/enhancing existing capabilities where appropriate
Our take
Founded back in 2002, Appspace has grown into something of a leader in the workplace experience field. What essentially started as an internal content management and digital signage toolkit has since expanded into an end-to-end workplace management platform that caters for both physical and digital co-working and communication.
The calibre of customers that Appspace serves says a lot about its status – Google, Meta, LinkedIn, Coca-Cola and Pfizer all use the platform. It’s to the company’s credit that it’s stayed abreast of changing needs in the workplace, and added to its product offering at opportune moments, either by developing its solutions or via strategic acquisitions.
Now that a blend of on-site, hybrid, and remote working is the norm, there’s a need for a single platform that ensures good employee (and customer) experiences, rather than companies using a host of distributed apps. It’s a need that Appspace is fulfilling well, as it continues to invest in product innovation.
Steph
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Company benefits
- Generous PTO
- Flexible work schedules
- Remote work opportunities
- Paid company holidays
- Appspace Quiet Fridays (No non-essential internal meetings scheduled)
- A casual dress work environment
Company HQ
Farmers Branch, TX
Leadership
Tony DiBenedetto
(CEO & Chairman)They have served as the CEO of Appspace since 2020. Alongside this, they are the Founder of Think Big For Kids. Previously, they were an Executive Entrepreneur in Residence at Tampa Bay Wave and CEO at Concerto Cloud Services and Tribridge.
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