At Appspace, we're passionate about creating better work experiences. We're seeking a Customer Success Manager to own the customer experience, driving the adoption, value, and satisfaction of our platform. You'll be pivotal in ensuring customer retention and serving as the primary advocate for your assigned accounts.
What You'll Do
- Own the customer experience, including adoption, value realization, satisfaction, and retention.
- Conduct frequent check-in meetings with customers to ensure smooth software operation and identify challenges.
- Drive the subscription renewal and expansion process following prescribed procedures.
- Collaborate with sales and marketing teams for larger expansion opportunities and to leverage customers as references.
- Promote customer awareness of new releases and features, providing insights and reporting to maximize adoption.
- Serve as the customer advocate, facilitating open discussions at all times.
- Help resolve customer questions by finding answers with internal teams.
- Escalate support tickets as needed to ensure timely resolution and provide customer updates.
- Deliver or arrange training sessions for technical and non-technical users.
- Communicate effectively and contribute to broader Customer Success team best practices.
- Provide product setup or configuration assistance.
What We're Looking For
- 3-5 years of professional work experience in business development, account management, or sales with emphasis on customer support, satisfaction, retention, and sales.
- Excellent communication and interpersonal skills.
- Organized and able to multitask between multiple tasks and customer situations simultaneously.
- Self-motivated and proactive, with innovative ideas to inspire customer loyalty and adoption.
- A collaborator who can quickly identify the correct internal resource and work closely with them to address customer needs.
- Familiarity with Salesforce.
- Technically inclined and able to quickly pick up and train customers on software changes.
Nice to Have
- Computer software industry experience, specifically SaaS.
- A degree in Business, Computer Science, Information Technology, or a related discipline.
Technical Stack
- Salesforce
Team & Environment
You will collaborate closely with sales and marketing teams.
Benefits & Compensation
- Competitive salaries
- Employer-paid medical, dental, and vision coverage
- Mental health resources
- Flexible work schedules
- Remote work opportunities
- A casual dress work environment
- Reduced working hours in August
- Appspace Quiet Fridays (no non-essential internal meetings scheduled)
- Gym allowance
- Training allowance
- Training days off
Work Mode
This is a remote position open to candidates based in the United Kingdom.
Appspace is an equal opportunity employer.
