Appcues

Senior Customer Success Manager, Enterprise Mobile SME

-Act as the single point-person for Appcues customers; responsible for the overall orchestration of their success
-Serve as a customer champion and Advocate
-Help customers realize value from their investment
-Act as a trusted advisor to drive product adoption and ensure customers leverage the solution to achieve agreed-upon operational priorities, leading to full business value
-Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success
-Maintain an understanding of industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs
-Provide best practices to help drive user behavior and product adoption
- Project manage programs that will help customers drive business value and expand usage of Appcues
-Identify opportunities for revenue growth and cross-sell and upsell opportunities
-Grow net dollar retention rate for portfolio
-Understand, map, and systematically remove any blocker preventing an Appcues customer from achieving their product goals
-Coordinate with cross-functional teams (Sales, Customer Success, Marketing, Product) to prioritize a cohesive and innovative customer experience
-Interpret customer insights to drive change in product and act as the voice of the customer to Product teams
-Expedite technical escalations

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