Strategic Customer Success Manager

Your Role as a Strategic Customer Success Manager: 

This role is for a highly experienced and passionate customer advocate who thrives in a complex technical environment. You'll be a strategic advisor to Appspace's key customers, ensuring their success and driving retention and growth. Overall, you'll be a highly strategic customer advocate with a passion for solving problems to drive success for Appspace and its key customers. 

 

A Day in the Life of a Strategic Customer Success Manager: 

• Strategic Advisor: Guide customers on Appspace best practices, technology strategy, and product features. Articulate the value of the whole Appspace platform. Develop, document and execute a success plan that aligns with the customer’s strategic 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. 
• Growth Strategist: Build and execute account plans to mitigate risk, drive growth with cross-sell and expansion for your customer portfolio. 
• Executive Engagement: Lead in-person business reviews with C-suite executives and technical leaders within your customer. Engage the appropriate Appspace team/resource to “be in the room” to achieve successful outcomes. 
• Data-Driven Insights: Track key customer signals to identify healthy/unhealthy customer accounts, identify trends and areas for improvement 
• Sales Collaboration: Manage relationships with Sales Leadership and 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 strategic business reviews: Conduct business reviews onsite with customers and Appspace leadership, expected travel 25% 

 

What You’ll Need: 

• Extensive Customer Experience (5+ 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 technical decision-makers, executives, and economic buyers (including procurement and strategic buyers) 
• Team Player: Strong collaboration skills to work effectively with Sales, Workplace Experience Services, Product, Engineering, and the Appspace Executive team. 
• Technical product experience or education (SaaS a must). 
• Proven success driving customer outcomes and strategic planning for global Fortune 500 enterprises. Align strategic initiatives with customer objectives, maximizing product adoption and fostering long-term partnerships. 
• Bachelor's degree (technical degree a plus). 

The Perks of Working for Appspace:

For all our team members, we offer a variety of benefits from competitive salaries, employer paid medical, dental and vision coverage and mental health resources.

Additional perks include:

• 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
• Flexible retribution perks