Technical Success Manager - Appcues 2

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.

What You'll Do

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

What We Are Looking For

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