Customer Success Manager retaining and expanding enterprise accounts for Dispatch’s field - service SaaS platform. Driving renewals, executive relationships, and product expansion.
About the role
- Customer Success Manager owning onboarding, renewals, and expansion for Appear, which helps brands get cited by AI search platforms. Connecting AI visibility data to commercial outcomes.
Responsibilities
- Own a portfolio of accounts from onboarding through activation and ongoing success
- Run structured quarterly business reviews connecting Appear's data to each client's commercial outcomes
- Identify expansion opportunities within existing accounts, including additional brands, markets, or verticals
- Manage renewals proactively and act on risks early
- Represent the voice of the customer internally, sharing client feedback with product and marketing
- Use AI for account research, QBR preparation, renewal forecasting, and follow-up
Requirements
- 2+ years in an account management, customer success, or renewal-owning role in B2B SaaS
- Comfortable with commercial conversations, including pricing, ROI, and contract terms
- Strong at asking the right questions in client meetings
- Genuine curiosity about AI and how it is changing search
- Organised and proactive in managing a book of business systematically
- Fluent in English
- Spanish or other European languages are a plus
- Background in SEO, content marketing, or digital agency work is nice to have
- Experience managing accounts across legal, healthcare, financial services, or professional services verticals is nice to have
- Familiarity with HubSpot, GoHighLevel, Salesforce, or similar CRM is nice to have
- Experience as an early CS or AM hire and understanding of building the function is nice to have
Benefits
- Hybrid work arrangement in Toronto, Canada
- Employee position
Job title
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Experience level
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Degree requirement
No Education Requirement
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