2+ years in Account Management, Customer Success, or a related customer-facing role
Knowledge of customer experience or business process automation, with preferred experience in survey tools
Experience consulting with teams at Fortune 1000 companies
Proven record of meeting or exceeding sales quotas through upselling and renewals
Ability to manage multiple projects with strong attention to detail
Excellent presentation skills
Responsibilities
Maintain and support a subset of Alchemer customers throughout their lifecycle
Own the renewals process, including guiding customers through contract status and onboarding
Manage a customer health dashboard for insights on key metrics
Develop best practices to enhance customer product adoption
Build trusted advisor relationships and customized customer programs
Identify experience improvements and consult on change management
Plan and deliver business reviews to customers
Maximize sales opportunities and support expansion with Sales
Benefits
Health and disability coverages
401(k) with payroll match and immediate vesting
Unlimited time off plus twelve paid company holidays
Full Job Description
How you will spend your days as a Customer Success Manager:
Manage a large portfolio of Alchemer customers through a one-to-many model, guiding customers through adoption, value realization, renewal, and growth.
Hold around 10 customer meetings each week, focused on renewals, at-risk accounts, and growth opportunities. Engage the rest of your book through campaigns and targeted outreach.
Own the full renewal process for your book: proactive outreach, value-based renewal conversations, contract execution, and accurate forecasting against your targets.
Spot risk early using adoption, usage trends, health scores, and customer feedback, then act quickly to protect the renewal.
Uncover and close expansion opportunities by understanding customer goals, partnering with Sales on larger or more complex deals.
Engage customers at scale through a mix of live conversations, digital campaigns, and targeted outreach.
Run business reviews with priority accounts to reinforce value, align on success, and plan what's next.
Stay current on Alchemer's products, features, and market trends to effectively educate customers and position solutions that align with their evolving business needs.
Be the customer's voice internally, partnering with Sales, Product, Support, and Marketing.
What you bring to this role:
2+ years' experience in Customer Success, Account Management, Sales, or another customer-facing role where you were measured on results.
Comfort juggling a high volume of accounts. You know how to prioritize, move fast, and keep things from slipping.
Experience leading renewal or growth conversations. You see commercial outcomes as part of helping a customer succeed.
Curiosity in discovery. You ask good questions, get to the root of the problem, and connect solutions to what the customer is trying to achieve.
Organized, data-informed account management. You keep a clean up-to-date book and forecast honestly.
Experience with, or a quick ramp, on tools like Salesforce and Gong. Bonus points if you already use AI tools in your day-to-day work.
A coachable, growth-oriented approach: you seek feedback and want to build a career in Customer Success.
Compensation for this position includes an annual base salary of $70,000, annual commission potential of up to $30,000.
Alchemer provides a rich benefits package that includes health and disability coverages, an incredible 401(k) option that includes a per-payroll match and immediate vesting, unlimited time off and twelve paid company holidays.
About Apptentive
Apptentive is a mobile app development company that provides a platform for managing customer feedback and engagement. The company was founded in 2011 and is headquartered in Seattle, Washington. Apptentive's platform is designed to help mobile app developers improve user engagement and retention by providing them with real-time data and analytics on user behavior and feedback. The company's mission is to help mobile app developers build better apps by providing them with the tools and insights they need to understand their users and improve their app experience.
