Technical Success Manager

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🔥 14 minutes ago

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Appcues

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📣 Marketing

☁️ SaaS

💰 $7M Debt Financing on 2022-01

Consulting • Marketing • SaaS

Appcues is a user engagement platform designed to help SaaS businesses improve user onboarding, feature adoption, and retention. With tools like in-app messaging, email, push notifications, and data tracking, Appcues enables companies to create personalized user journeys and automate multi-channel messaging workflows. Over 1,500 businesses use Appcues to enhance their user experience, engage customers, and drive product adoption by delivering timely and relevant messages across all user touchpoints. The platform focuses on harnessing user behavior data to optimize engagement strategies and improve the overall effectiveness of customer interactions.

📋 Description

• Own technical onboarding for new customers, including SDK implementation, integration, data mapping, and event tracking • Train customers on platform fundamentals so they can build, target, and publish experiences independently • Design, build, and deploy in-app experiences for Premium Services engagements, including product launches, rebrands, and onboarding overhauls • Audit customer accounts and installations to identify gaps, inconsistencies, and missed opportunities • Serve as the primary technical contact for VIP accounts during technical issues • Diagnose and resolve issues hands-on, escalating to Support Engineering when necessary • Monitor installation health across accounts and proactively address issues • Communicate with customers during active issues and document root causes and resolutions • Collaborate with Customer Experience Managers and Support Engineering to support customers end-to-end

🎯 Requirements

• Hands-on technical experience with SDKs, APIs, data mapping, and debugging • Curiosity and willingness to learn • Ability to empower customers to build and manage product experiences independently • Ability to collaborate closely with Customer Experience Managers and Product • Excellent communication skills, including translating technical details for non-technical stakeholders • Ability to translate customer feedback into actionable input for Product and Engineering • Comfort owning ambiguity and handling incomplete information • Strong organization and follow-through while managing onboarding, Premium Services work, and support escalations • Empathy and a customer-focused mindset

🏖️ Benefits

• 100% remote / remote-first work arrangement • Computer provided • $1,000 home office stipend in the first year • $500 annual tech budget • Coworking reimbursement up to $500/month • Health, dental, and vision insurance with a generous portion of premiums covered • 401k with a match • Paid parental leave • $1,000 annual professional development stipend • Equity in stock options • Flexible time off