Partnership 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. Why this moment? 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.