Customer Success Manager

August 28

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Appspace

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Enterprise • Productivity • SaaS

Appspace is a workplace experience platform designed to enhance communication and management within physical office spaces. It offers a comprehensive suite of tools including digital signage, space reservation, employee apps, intranet solutions, and visitor management, all centralized in a single platform. Appspace integrates with popular workplace tools like Microsoft Teams and Google, allowing users to manage employee communications, office spaces, and workplace technology seamlessly. The platform is designed to improve the office experience by connecting people, places, and spaces, making it ideal for hybrid work environments and frontline workers. Appspace aims to consolidate tech stacks while ensuring easy management and communication within organizations.

201 - 500 employees

🏢 Enterprise

⚡ Productivity

☁️ SaaS

💰 Private Equity Round on 2019-12

📋 Description

• A Day in the Life of a Commercial Customer Success Manager: • 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

• Ideal candidates will have 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. • Computer software industry experience preferred (SaaS) • 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. • Familiarity with Salesforce • Technically inclined and able to quickly pick up and train customers on software changes • Degree in Business, Computer Science/Information Technology or related discipline is preferred. • German, French or Spanish proficiency a plus.

🏖️ Benefits

• Competitive salaries, employer paid medical, dental and vision coverage and mental health resources • Remote work opportunities • Flexible work schedules • A casual dress work environment • Reduced working hours in August • Appspace Quiet Fridays (No non-essential internal meetings scheduled) • Gym allowance • Training allowance • Training days off