Strategic Customer Success Manager

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Appspace

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏢 Enterprise

⚡ Productivity

☁️ SaaS

💰 Private Equity Round on 2019-12

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.

📋 Description

• 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%

🎯 Requirements

• Extensive Customer Experience (5+ years): Proven track record in Customer Success, Account Management, Client Services, or similar roles. • Customer Champion: A passion for advocating for customers and acting as an extension of Appspace's customer team. • Technical Aptitude: A strong interest in and ability to learn technical concepts related to Appspace and its customers. • Independent & Decisive: Ability to manage a customer portfolio autonomously, make key decisions, and involve senior management when necessary. • Relationship Builder: Proven success building relationships with technical decision-makers, executives, and economic buyers (including procurement and strategic buyers) • Team Player: Strong collaboration skills to work effectively with Sales, Workplace Experience Services, Product, Engineering, and the Appspace Executive team. • Technical product experience or education (SaaS a must). • Proven success driving customer outcomes and strategic planning for global Fortune 500 enterprises. Align strategic initiatives with customer objectives, maximizing product adoption and fostering long-term partnerships. • Bachelor's degree (technical degree a plus).

🏖️ Benefits

• Flexible work schedules • Remote work opportunities • A casual dress work environment • Reduced working hours in August • Appspace Quiet Fridays (No non-essential internal meetings scheduled) • Gym allowance • Flexible retribution perks