Partnership Customer Experience Manager (West Coast)

Appcues is building the future of customer lifecycle engagement, and they are seeking a Customer Experience Manager focused on their Enterprise customers. This role involves owning customer relationships, driving value realization, and leading renewal and expansion efforts for the customers.

Responsibilities:

• Own the customer relationship from post-sale through renewal and expansion, serving as the primary point of accountability for customer engagement, health, and value realization
• Lead the renewal motion directly, including early renewal conversations, value narrative development, commercial negotiation, pricing discussions, retention conversations, and standard renewal terms
• Start renewal conversations early, build the case for value before it is needed, and keep renewal opportunities current in Salesforce with clear next steps, risk flags, stakeholder notes, and forecast details
• Identify contraction risk before it reaches the renewal table by understanding customer goals, budget cycles, procurement pressure, stakeholder changes, and shifts in business priorities
• Conduct business reviews on a tier-appropriate cadence, using customer goals, product usage, business outcomes, and account context to tell a clear value story
• Identify expansion opportunities tied to real customer needs, including new teams, new use cases, add-ons, broader platform adoption, or lifecycle engagement opportunities
• Bring specific expansion recommendations forward based on customer goals, usage patterns, and account context
• Monitor account health regularly and use health signals, stakeholder context, product usage, and your own judgment to prioritize where to spend your time
• Maintain strong stakeholder coverage across your book, including executive sponsors where appropriate, and rebuild relationships quickly when key contacts leave
• Identify when a customer needs structured technical help, submit the right request to the Technical CSM or Support team, provide account context, and keep the relationship connected through the handoff
• Surface product gaps, escalation themes, and broader customer patterns to Customer Experience leadership with data and clear recommendations
• Use AI and automation thoughtfully to manage your book, prepare for customer conversations, synthesize account context, and create leverage in your day-to-day workflow

Requirements:

• 5+ years of experience in Customer Success, Account Management, Renewals, or a similar customer-facing commercial role, ideally in B2B SaaS
• Experience owning a book of business with responsibility for retention, renewals, customer health, and expansion
• Comfort leading commercial conversations with customer stakeholders and decision-makers, including renewal negotiations, pricing discussions, contraction risk, and expansion proposals
• Strong business judgment and the ability to understand what is happening in a customer's business, not just what is happening in the product
• A proactive operating style, with a clear system for staying organized across a large book of accounts
• Strong prioritization skills and the ability to identify which accounts need attention based on customer context, risk, opportunity, and business impact
• Excellent customer communication skills, including the ability to build trust, ask thoughtful questions, tell a clear value story, and navigate complex conversations with clarity
• Strong Salesforce hygiene, with records that are current, useful, and reliable for forecasting and account planning
• A clear understanding of when to own the relationship directly and when to bring in Support, Technical CSMs, Product, or leadership for the right next step
• Uses AI as part of your day-to-day workflow — come ready to share concrete examples of how you use AI to prepare, prioritize, summarize, communicate, or move faster
• Thrives in a fast-moving environment where ownership, judgment, collaboration, and follow-through matter more than perfect process