Appcues

3 weeks ago

Enterprise Customer Experience Manager (West Coast)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 51 minutes agoStatus: Live

Job Summary

Own enterprise customer relationships from close through renewal and expansion, protecting revenue while driving meaningful value adoption over time. Lead renewal motions including early conversations, value narratives, retention and pricing discussions, and expansion recommendations. Monitor account health, identify contraction and growth signals early, run tiered business reviews, and keep Salesforce forecasts accurate while partnering with Support and Technical CSMs when technical help is needed.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Own customer relationships from post-sale through renewal and expansion as the primary accountable point for engagement, health, and value realization.
•Lead renewal motions end-to-end, including early renewal conversations, value narrative development, commercial negotiation, pricing discussions, retention conversations, and renewal terms.
•Start renewal conversations early, maintain renewal opportunities in Salesforce with clear next steps, risk flags, stakeholder notes, and forecast details.
•Identify contraction risk early by understanding customer goals, budget cycles, procurement pressure, stakeholder changes, and shifts in business priorities.
•Identify expansion opportunities tied to customer needs and surface product gaps or escalation themes to Customer Experience leadership with data and recommendations.

Pay and Benefits

Salary: USD 110,000 - 130,000 annually

Perks:Remote WorkHealth InsuranceDentalVision401kPaid ParentalLearning BudgetEquity

Key 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 retention, renewals, customer health, and expansion responsibilities.
•Strong ability to lead commercial conversations with stakeholders and decision-makers, including renewals, pricing, contraction risk, and expansion proposals.
•Strong business judgment to understand what’s happening in a customer’s business beyond product usage.
•Proactive operating style with strong prioritization and reliable Salesforce hygiene for forecasting and account planning.

Experience:5+ yearsB2B SaaSCustomer successAccount managementRenewals

Skills:OwnershipCustomer communicationBusiness judgmentPrioritizationJudgment

Tech Stack:SalesforceAIAutomation

Company Brief

Appcues

Provides a no-code product experience platform that helps teams create in-app onboarding flows, product tours, and user messages to improve activation, retention, and product adoption without engineering resources.

Industry: Enterprise Software

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Headquarters: Boston, United States

Founded: 2013

Website LinkedIn

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Appcues

3 weeks ago

Enterprise Customer Experience Manager (West Coast)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 51 minutes agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Own customer relationships from post-sale through renewal and expansion as the primary accountable point for engagement, health, and value realization.
•Lead renewal motions end-to-end, including early renewal conversations, value narrative development, commercial negotiation, pricing discussions, retention conversations, and renewal terms.
•Start renewal conversations early, maintain renewal opportunities in Salesforce with clear next steps, risk flags, stakeholder notes, and forecast details.
•Identify contraction risk early by understanding customer goals, budget cycles, procurement pressure, stakeholder changes, and shifts in business priorities.
•Identify expansion opportunities tied to customer needs and surface product gaps or escalation themes to Customer Experience leadership with data and recommendations.

Pay and Benefits

Salary: USD 110,000 - 130,000 annually

Perks:Remote WorkHealth InsuranceDentalVision401kPaid ParentalLearning BudgetEquity

Key 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 retention, renewals, customer health, and expansion responsibilities.
•Strong ability to lead commercial conversations with stakeholders and decision-makers, including renewals, pricing, contraction risk, and expansion proposals.
•Strong business judgment to understand what’s happening in a customer’s business beyond product usage.
•Proactive operating style with strong prioritization and reliable Salesforce hygiene for forecasting and account planning.

Experience:5+ yearsB2B SaaSCustomer successAccount managementRenewals

Skills:OwnershipCustomer communicationBusiness judgmentPrioritizationJudgment

Tech Stack:SalesforceAIAutomation

Company Brief

Appcues

Industry: Enterprise Software

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Headquarters: Boston, United States

Founded: 2013

Website LinkedIn