Your Role as a Customer Success Manager:
As a Customer Success Manager, you’ll guide customers along every stage of our relationship, from onboarding to renewal. You’ll build trusted connections with our customers, advising and advocating for them throughout their journey. You and your teams stay in regular communication with our customers, whether that’s helping them through account issues or working with them to implement new features.
A Day in the Life of a Customer Success Manager:
Trusted Advisor:
Guide customers on Appspace best practices and product features. Articulate the value of the whole Appspace platform. Develop, document and execute a success plan that aligns with the customer’s goals. Customer Feedback Champion:
Collect feedback and identify roadblocks to inform product development, go-to-market strategy, and leadership. Product Liaison:
Bridge the gap between customers and product engineering to develop new solutions and influence the product roadmap. Be the voice of the customer. Issue Resolution Expert:
De-escalate and resolve critical customer issues, including navigating disruptions and custom integrations. Account Planning:
Build and execute account plans to mitigate risk, drive growth with cross-sell and expansion for your customer portfolio. Executive Engagement:
Engage with Executive Sponsors. Lead business reviews with C-suite executives and technical leaders, including planning and prework. Data-Driven Insights:
Track key customer signals to identify healthy/unhealthy customer accounts, identify trends and areas for improvement Sales Collaboration:
Manage relationships with Account Executives in cross-sell opportunities but also general account management. Report on performance and share best practices with sales teams. Churn & Growth Forecasting:
Forecast churn and growth for your leadership team. Team Leader:
Help onboard new team members, lead training sessions, and share knowledge with peers. In person business reviews:
Ability to conduct business reviews onsite or remotely with customers and Appspace leadership, with travel 5-10% Account Management:
Ability to own and manage relationships with up to 25 accounts What You’ll Need: Customer Experience (3+ years):
Proven track record in Customer Success, Account Management, Client Services, or similar roles. Customer Champion:
A passion for advocating for customers and acting as an extension of Appspace's customer team. Technical Aptitude:
A strong interest in and ability to learn technical concepts related to Appspace and its customers. Independent & Decisive:
Ability to manage a customer portfolio autonomously, make key decisions, and involve senior management when necessary. Relationship Builder:
Proven success building relationships with business decision-makers Team Player:
Strong collaboration skills to work effectively with Sales, Workplace Experience Services, Product, Engineering, and the Appspace Executive team. The Perks of Working for Appspace: For all our UK based team members, we offer a variety of benefits from competitive salaries, employer paid medical, dental and vision coverage, employer paid life insurance, mental health resources, pension plan and paid maternity and parental leave program. Additional perks include: 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
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Guide customers on Appspace best practices and product features. Articulate the value of the whole Appspace platform. Develop, document and execute a success plan that aligns with the customer’s goals. Customer Feedback Champion:
Collect feedback and identify roadblocks to inform product development, go-to-market strategy, and leadership. Product Liaison:
Bridge the gap between customers and product engineering to develop new solutions and influence the product roadmap. Be the voice of the customer. Issue Resolution Expert:
De-escalate and resolve critical customer issues, including navigating disruptions and custom integrations. Account Planning:
Build and execute account plans to mitigate risk, drive growth with cross-sell and expansion for your customer portfolio. Executive Engagement:
Engage with Executive Sponsors. Lead business reviews with C-suite executives and technical leaders, including planning and prework. Data-Driven Insights:
Track key customer signals to identify healthy/unhealthy customer accounts, identify trends and areas for improvement Sales Collaboration:
Manage relationships with Account Executives in cross-sell opportunities but also general account management. Report on performance and share best practices with sales teams. Churn & Growth Forecasting:
Forecast churn and growth for your leadership team. Team Leader:
Help onboard new team members, lead training sessions, and share knowledge with peers. In person business reviews:
Ability to conduct business reviews onsite or remotely with customers and Appspace leadership, with travel 5-10% Account Management:
Ability to own and manage relationships with up to 25 accounts What You’ll Need: Customer Experience (3+ years):
Proven track record in Customer Success, Account Management, Client Services, or similar roles. Customer Champion:
A passion for advocating for customers and acting as an extension of Appspace's customer team. Technical Aptitude:
A strong interest in and ability to learn technical concepts related to Appspace and its customers. Independent & Decisive:
Ability to manage a customer portfolio autonomously, make key decisions, and involve senior management when necessary. Relationship Builder:
Proven success building relationships with business decision-makers Team Player:
Strong collaboration skills to work effectively with Sales, Workplace Experience Services, Product, Engineering, and the Appspace Executive team. The Perks of Working for Appspace: For all our UK based team members, we offer a variety of benefits from competitive salaries, employer paid medical, dental and vision coverage, employer paid life insurance, mental health resources, pension plan and paid maternity and parental leave program. Additional perks include: 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
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