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Enterprise Customer Experience Manager (West Coast)

1 month ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Salesforce
Apply Now
Appcues

Appcues

Appcues is a user onboarding software solution that empowers businesses to engage customers through personalized product experiences and improve product adoption without a developer.

Internet Software & Services
51-250
Founded 2014
$46M raised
View All Jobs 3

Description

  • Own the customer relationship from post-sale through renewal and expansion as the primary point of accountability for 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 and keep opportunities current in Salesforce with clear next steps, risk flags, stakeholder notes, and forecast details.
  • Identify contraction risk by tracking customer goals, budget cycles, procurement pressure, stakeholder changes, and shifts in business priorities.
  • Conduct business reviews on an appropriate cadence and use goals, product usage, business outcomes, and account context to tell a clear value story.
  • Identify and recommend expansion opportunities tied to customer needs, including new teams, new use cases, add-ons, broader platform adoption, and lifecycle engagement opportunities.
  • Maintain strong stakeholder coverage across the book of business, including executive sponsors where appropriate, and rebuild relationships when key contacts leave.
  • Identify when structured technical help is needed, route the request to Technical CSM or Support, and keep the relationship connected through the handoff.
  • Surface product gaps, escalation themes, and broader customer patterns to Customer Experience leadership with data and recommendations.
  • Use AI and automation to prepare for customer conversations, synthesize account context, and improve workflow efficiency.

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 stakeholders and decision-makers, including renewal negotiations, pricing discussions, contraction risk, and expansion proposals.
  • Strong business judgment and the ability to understand a customer’s business context, not just product usage.
  • A proactive operating style with a clear system for staying organized across a large book of accounts.
  • Strong prioritization skills and the ability to focus on accounts based on customer context, risk, opportunity, and business impact.
  • Excellent customer communication skills, including building trust, asking thoughtful questions, telling a clear value story, and navigating complex conversations.
  • Strong Salesforce hygiene with records that are current, useful, and reliable for forecasting and account planning.
  • Clear understanding of when to own the relationship directly and when to bring in Support, Technical CSMs, Product, or leadership.
  • Ability to use AI as part of your day-to-day workflow, with concrete examples of how you use it to prepare, prioritize, summarize, communicate, or move faster.

Benefits

  • 100% remote work in a remote-first environment.
  • Health, dental, and vision insurance with a generous portion of premiums covered.
  • 401(k) with a company match.
  • Paid parental leave.
  • $1,000 home office stipend in the first year and $500 annually after that for tech.
  • Up to $500/month for coworking space.
  • $1,000 per year for professional development.
  • Equity in the company, plus a salary range that is market-data driven and competitive nationwide.

Interested in this position?

Apply directly on the company website

Apply Now

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