Customer Success Manager

Your Role as a CSM: 

As a Customer Success Manager (CSM), you’ll be working closely with our customers, helping them drive adoption and ensure they realize Appspace’s full potential. Our ideal candidate will demonstrate a talent for developing strong, trusted relationships with customers, and the ability to identify opportunities to build on these partnerships.  

Appspace CSMs support and guide customers through their digital transformation journey, from planning to launch and beyond. 

You’ll help our customers get the most from their Appspace investment, providing them with timely value propositions to help them grow and achieve their digital workplace goals. 

A Day in the Life of a CSM: 

• Build customer loyalty. Retention is key, and renewals are vital for this position – so you’ll need to keep track of product expiration dates and follow up to renew contracts 
• Drive change management and adoption activities with key business and IT decision makers
• Manage and report the status, risk factors, and overall account health of every Appspace customer you’re responsible for 
• Identify and generate upsell opportunities and encourage customers to upgrade their Appspace when the time is right 
• Be an ambassador of Appspace’s Employee Experience (EX) vision, and develop strategies for aligning Appspace EX vision with your customers’ vision 
• Map your customers’ business processes and identify areas where Appspace technology can streamline and improve those processes 
• Keep detailed records of customer interactions and actions taken 
• Onboard new customers and provide training on how to use Appspace 
• Act as a customer advocate. You’ll be the voice of the customer within Appspace, but you’ll need to be skilled at mediating between customer requests and our company’s vision

What You’ll Need: 

• 3-5 years proven experience as a change management consultant or O365 adoption consultant, ideally in the collaboration and communication space 
• BSc/BA or MSc in Communications, Management or similar field (preferable) 
• Excellent verbal and written communication skills in English 
• Strong presentation skills and credibility with all levels, including C-level executives 
• Excellent interpersonal skills, with the confidence to be an honest advocate, but willing to push back when needed 
• Knowledge of the Microsoft technology stack (Viva, Teams, SharePoint and Office 365 in general) 
• Awareness of the industry’s latest technology trends and applications. 
• Technical aptitude and an ability to learn software programs 
• The ability to meet and exceed proposed renewal rates and satisfaction metrics 
• Comfortable working in a high-performing team and fast-paced environment, where uncertainty and pressure are par for the course 
• A proactive approach: You’re a responsible and independent self-starter who takes initiative 
• The ability to lead the customer to success. You can think strategically about both Appspace’s and the customer’s business and processes and adapt accordingly.  
• A go-getter mentality: You’re eager to achieve success and find the people and information you need to achieve it 
• Strong project management ability: It goes without saying that CSMs work closely with multiple partners – in sales, support, engineering and product teams. You need to know how to balance the tasks out and align the specific work with the right individuals in the teams 
• Emotional empathy is a must. You need to be able to understand the customer’s point of view, but also our internal team’s point of view, and act as a product advocate