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Boston, Massachusetts, United States
Remote only
Appcues is looking for a Technical Success Manager to join our Customer Experience team! We're building a team of driven, technically-minded problem-solvers who want to make a meaningful impact by setting our customers up for real success.
You'll be the primary technical partner for our most strategic customers, working closely with Customer Experience Managers and Support Engineering to make sure customers aren't just installed — they're set up to build targeted, high-impact product experiences from day one and every day after. This role will need to sit on the east coast.
Owning technical onboarding for new customers — partnering with the assigned CXM to scope a plan, then handling SDK implementation, integration, data mapping, and event tracking so every account starts off on solid ground
Training customers on platform fundamentals so they can confidently build, target, and publish experiences on their own, not just lean on us to do it for them
Designing, building, and deploying in-app experiences on behalf of customers as part of scoped Premium Services engagements, including product launches, rebrands, and onboarding overhauls
Auditing customer accounts and installations to catch gaps, inconsistencies, or missed opportunities before they become bigger problems
Serving as the go-to technical contact for VIP accounts when something breaks — diagnosing issues hands-on, fixing what you can, and looping in Support Engineering when needed
Proactively monitoring installation health across all accounts so you can flag and fix issues before customers even notice them
Communicating clearly and promptly with customers during active issues, and documenting root causes and resolutions so the whole team learns from every case
Working closely with CXMs and Support Engineering so customers feel genuinely supported end-to-end, not passed around
You have hands-on technical experience — think SDKs, APIs, data mapping, debugging — and you'd rather roll up your sleeves and solve the problem than just describe it
You have a curious mind and a desire to learn — you might not have all the answers, but you're eager to dig in and find them
You like empowering customers with the tools and knowledge to build things themselves in the future, not just fixing things for them
You love collaboration. You want to work closely with CXMs and Product to do what's right for the customer and the company
You're an A+ communicator who can translate technical detail into something a non-technical stakeholder can act on — and translate customer feedback into something Product and Engineering can act on, too
You're comfortable owning ambiguity, whether that's scoping a new engagement, triaging an urgent issue, or working toward a fix with incomplete information
You're driven and organized — juggling onboarding, premium services work, and live support escalations all at once takes real focus and follow-through
More than anything else, you're empathetic and genuinely want to help customers succeed. Technical skill gets you in the door, but care for the customer is what makes you great at this job
100% remote — Remote-first, not remote-only. We've been globally distributed since 2020 and built everything around it. We use in-person time intentionally — teams get together when it unlocks better decisions and faster progress.
Transparency and collaboration — We keep everyone in the loop with a monthly all-hands called Allcues, a weekly company newsletter, and a Tuesday video from our CEO. You'll always know where things stand.
Home office and tech — We cover your computer plus a $1,000 home office stipend your first year and $500 annually after that for tech.
Coworking — Need to get out of the house? We'll cover up to $500/month.
Health and well-being — Health, dental, and vision with a generous portion of premiums covered. 401k with a match. Paid parental leave.
Learning stipend — $1,000 a year for professional development.
Equity — Everyone gets equity. We want everyone invested in what we're building.
Flexible time off — Take the time you need. Work it out with your manager.