Strategic Customer Success Manager
About the role
About Appspace
At Appspace, we’re passionate about creating better work experiences for people everywhere, and we’re looking for people that feel the same way. Our global office locations and flexible work culture help you work wherever and however you’re 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 that’s helping people everywhere love where they work.
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, A