Scaled Customer Success Manager

June 1

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Appcues

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User onboarding is just the beginning. Empower your team to measure and improve product adoption—without a developer. ✨

user onboarding • activation • growth marketing • product adoption • SaaS

51 - 200

💰 $7M Debt Financing on 2022-01

Description

• Manage a large portfolio of customers, leveraging tech touch, 1-to-many efforts, and automation to balance an excellent customer experience at-scale. • Onboard and expand our customer base through tailored Appcues consultations, training, and assistant programs. • Design and run at-scale, outreach campaigns to key points of contact in order to assist with Appcues adoption. • Work cross-functionally with our Sales and CX partners to ensure strong adoption of Appcues. • Serve as our in-house product ambassador to up-level our customers’ in-product experiences and help them get the most return of investment from Appcues. • Identify and target strategic customers to engage with in order to drive up monthly active users and usage expansion. • Proactively identify customers who are not maximizing their opportunity with Appcues and reach out to create an action plan to help them achieve success. • Inform and influence our overall growth strategy • Leverage high-touch and one-to-many tactics with customers to drive positive outcomes and articulate value realized for their businesses. • Analyze customer data to create and execute engagement strategies within your customer portfolio. • Proactively identify and flag churn risk and work proactively with a broader account team to mitigate it. • Provide leadership reporting on your portfolio including ideas, tactics, and recommendations on how we can improve GRR.

Requirements

• 2+ years experience in a services and/or selling role, Customer Success or Account Management • Proven history of increasing adoption and retention within a SaaS organization • Experience in managing a large volume of accounts • Strong intrinsic motivation to be a top performer and contribute to a team • You have a growth mindset and thrive in the building stage of a nascent team • You’re motivated by seeing others succeed and grow when you partner with them • You’re highly adaptable, easily acclimating to a rapidly changing business and industry • You love getting to know new people/customers and helping them solve their business problems.

Benefits

• N/A