VP of Customer Experience at Appcues

Boston, Massachusetts, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

SaaSIndustries

Requirements

Strong business and commercial acumen, with the ability to tie customer outcomes directly to value creation
Empathy for what drives human behavior change inside organizations, and the ability to lead customers through it
Proven track record of owning and improving GRR in SaaS businesses
Ability to assess the current state, craft a strategy, and drive execution with urgency
Proficient and leaned into AI, highly experimental in how they lead teams and build systems to deliver customer value
Experience leading CS and Support in mid-market and enterprise SaaS environments
A leadership style that blends empathy with accountability and coaching with urgency
Strong cross-functional instincts and the ability to connect across GTM and Product
10+ years of leadership experience in enterprise oriented Customer Success, Strategic Account Management, or similar customer-facing roles in B2B SaaS
Deep experience partnering with Product, Sales, and Support teams to deliver results
Fully leaned into AI and its role in the future of CX
Comfortable navigating ambiguity and driving clarity and execution
Passion for the ability for an experience engine to help drive outcomes for the world's largest technology businesses

Responsibilities

Own our overall Gross Revenue Retention (GRR)
Manage a team of 15 across CS and Support
Ensure customers are onboarded, activated, and consistently see measurable ROI
Build scalable, yet consultative systems and processes for delivering customer value
Drive customer feedback loops that shape product and go-to-market strategy
Lead a high performing, constantly improving CX org
Implement and execute a long-term success strategy tied to outcomes and business value for our customers across the world
Develop a system based on a deep understanding of the customer’s goals, operating model, and how Appcues supports their digital experience strategy
Partner with Marketing, Product, Finance, Sales and Account Management to identify and execute growth opportunities
Proactively ensure value is realized across our customer base so we earn each and every renewal, objectively

Skills

Customer Success

Customer Support

GRR

SaaS

Leadership

Strategy Execution

Customer Onboarding

Customer Activation

ROI Measurement

Customer Feedback

Cross-Functional Collaboration

Team Management

Renewal Management

Appcues

No-code platform for in-app user engagement

About Appcues

Appcues creates personalized in-app experiences to enhance user engagement and product adoption for software applications. Its main product is a no-code platform that allows businesses to design and implement user onboarding flows, surveys, announcements, and checklists without needing to write code. This platform helps companies guide new users through their software, ensuring they understand and effectively use key features, which in turn boosts user activation rates. What sets Appcues apart from its competitors is its focus on providing a user-friendly, no-code solution that caters to a wide range of clients, from small startups to large enterprises. This flexibility allows businesses of all sizes to improve their user engagement strategies without requiring extensive technical resources. The goal of Appcues is to help businesses increase user retention and product adoption by making it easier for them to create tailored in-app experiences that resonate with their users.

Boston, MassachusettsHeadquarters

2013Year Founded

$44.6MTotal Funding

DEBTCompany Stage

Consumer Software, Enterprise SoftwareIndustries

51-200Employees

Benefits

Health, dental, & vision plan

401k

Family leave policy

Home office & tech budget

Co-working space, on us

Equity offerings

Flexible vacation

Risks

Emerging no-code platforms could dilute Appcues' market share.

Rapid AI advancements may outpace Appcues' current user experience offerings.

Reliance on venture debt may pressure Appcues for quick financial returns.

Differentiation

Appcues offers a no-code platform for user onboarding, unique in the SaaS market.

The platform empowers non-technical teams to create in-app experiences without developer help.

Appcues' integration with Salesforce enhances product-led growth strategies for businesses.

Upsides

Appcues' $32.1M Series B funding supports global expansion and product innovation.

Recognition as a leader in mobile app optimization strengthens Appcues' market position.

The launch of Appcues Mobile taps into the growing mobile user engagement market.

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