Enterprise Customer Experience Manager (West Coast)

Appcues is building the future of customer lifecycle engagement, and our Customer Experience team is central to making that promise real for customers. As we relaunch the company around a new product, we’re looking for a Customer Experience Manager, focused on our Enterprise customers, to own customer relationships, protect revenue, and help customers realize meaningful value from Appcues over time.

In this role, you’ll be the primary relationship owner from close through renewal and expansion. You’ll understand each customer’s goals, keep stakeholders engaged, identify risk early, and recognize where Appcues can grow with the customer. You’ll lead commercial conversations directly, including renewals, pricing discussions, retention conversations, and expansion recommendations.

This is not a technical delivery role. Technical questions go to Support. Implementation, setup, and training work go to Technical CSMs. Your job is to own the relationship, understand the account, drive the value story, and make sure the right work happens at the right time.

Appcues is at a turning point. We’re relaunching the company around a new product, rebuilding how we work with customers, and raising the bar for what Customer Experience means here.

That means this role has meaningful ownership. You’ll be joining a team where the work matters, the pace is fast, and the impact is real. The Customer Experience Manager will play a critical role in helping our enterprise customers adopt the new Appcues, renew with confidence, and expand their use of the platform over time.

We’re looking for someone who takes ownership, prepares thoughtfully, and cares about doing excellent work. Someone who can build trust with customers, communicate clearly when conversations are complex, and use strong judgment when there isn’t a perfect script.

What You'll Do

Own the customer relationship from post-sale through renewal and expansion, serving as the primary point of accountability for customer engagement, health, and value realization

Lead the renewal motion directly, including early renewal conversations, value narrative development, commercial negotiation, pricing discussions, retention conversations, and standard renewal terms

Start renewal conversations early, build the case for value before it is needed, and keep renewal opportunities current in Salesforce with clear next steps, risk flags, stakeholder notes, and forecast details

Identify contraction risk before it reaches the renewal table by understanding customer goals, budget cycles, procurement pressure, stakeholder changes, and shifts in business priorities

Conduct business reviews on a tier-appropriate cadence, using customer goals, product usage, business outcomes, and account context to tell a clear value story

Identify expansion opportunities tied to real customer needs, including new teams, new use cases, add-ons, broader platform adoption, or lifecycle engagement opportunities

Bring specific expansion recommendations forward based on customer goals, usage patterns, and account context

Monitor account health regularly and use health signals, stakeholder context, product usage, and your own judgment to prioritize where to spend your time

Maintain strong stakeholder coverage across your book, including executive sponsors where appropriate, and rebuild relationships quickly when key contacts leave

Identify when a customer needs structured technical help, submit the right request to the Technical CSM or Support team, provide account context, and keep the relationship connected through the handoff

Surface product gaps, escalation themes, and broader customer patterns to Customer Experience leadership with data and clear recommendations

Use AI and automation thoughtfully to manage your book, prepare for customer conversations, synthesize account context, and create leverage in your day-to-day workflow

What We Are Looking For

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 responsibility for retention, renewals, customer health, and expansion

Comfort leading commercial conversations with customer stakeholders and decision-makers, including renewal negotiations, pricing discussions, contraction risk, and expansion proposals

Strong business judgment and the ability to understand what is happening in a customer’s business, not just what is happening in the product

A proactive operating style, with a clear system for staying organized across a large book of accounts

Strong prioritization skills and the ability to identify which accounts need attention based on customer context, risk, opportunity, and business impact

Excellent customer communication skills, including the ability to build trust, ask thoughtful questions, tell a clear value story, and navigate complex conversations with clarity

Strong Salesforce hygiene, with records that are current, useful, and reliable for forecasting and account planning

A clear understanding of when to own the relationship directly and when to bring in Support, Technical CSMs, Product, or leadership for the right next step

Uses AI as part of your day-to-day workflow — come ready to share concrete examples of how you use AI to prepare, prioritize, summarize, communicate, or move faster

Thrives in a fast-moving environment where ownership, judgment, collaboration, and follow-through matter more than perfect process