Customer Success Manager

Appspace is dedicated to enhancing work experiences globally, and they are seeking a Customer Success Manager to oversee the lifecycle of customer accounts. The role involves building trusted relationships, driving customer satisfaction and retention, and collaborating with cross-functional teams to address customer needs and promote software adoption.

Responsibilities:

• Own the customer experience: adoption and value of Appspace, customer satisfaction and retention
• Conduct frequent check-in meetings with assigned customers as prescribed to ensure smooth operation of our software and identify challenges, if applicable
• Drive subscription renewal and/or expansion process following prescribed process and utilizing appropriate tools and resources as needed
• Collaborate with fellow team members in sales and marketing as needed for larger expansion opportunities and leveraging select customers as sales reference and/or case studies
• Promote customer awareness of new releases and features, provide insight through other use cases, and offer insightful reporting and analytics to continuously ensure maximum adoption and delight with Appspace platform
• Serve as the customer advocate, facilitating open discussions at all times
• Help resolve customer questions and/or find the answer working with internal teams strive to continuously learn and improve knowledge base
• Escalate support tickets as needed to ensure timely resolution of technical problems and until resolved, provide timely updates/communication back to the customer
• Deliver or arrange training sessions as needed for technical and non-technical users
• Communicate effectively and contribute to the broader CSM team best practices
• Product setup or configuration assistance

Requirements:

• At least 3-5 years professional work experience (post undergraduate) in a business development/account management/sales capacity with a particular emphasis on customer support, satisfaction, retention, and sales
• Excellent communication and interpersonal skills; organized and able to multitask between multiple tasks/customer situations simultaneously
• Self-motivated, 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 ensure customer's needs are addressed quickly and completely
• Technically inclined and able to quickly pick up and train customers on software changes
• Computer software industry experience preferred (SaaS)
• Familiarity with Salesforce
• A degree in Business, Computer Science/Information Technology or related discipline is preferred