At Appspace, were passionate about creating better work experiences for people everywhere, and were looking for people that feel the same way. Our global office locations and flexible work culture help you work wherever and however youre at your best. Plus, we take the time to help you enjoy your work, build lasting connections, and grow your role. Join the Appspace team and be a part of a culture thats helping people everywhere love where they work.
Your Role as a Customer Success Manager:
As a Customer Success Manager, youll guide customers along every stage of our relationship, from onboarding to renewal. Youll 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 thats 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 customers 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 Youll 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
Disclaimer:
Appspace Inc. is an equal opportunity employer. All aspects of employment, including recruiting, hiring, placement, promotion, termination, compensation, and training are decided based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion or belief, marital status, sex, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy (including childbirth, lactation, or related medical conditions), gender, gender identity and/or expression, genetic information, sexual orientation, family or parental status, veteran status, or any other status protected under federal, state, or local laws.
Appspace is committed to creating a diverse and inclusive workplace and does not tolerate discrimination or harassment of any kind.
