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Added 1 min ago
DG
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Appear

Customer Success Manager

Toronto, ON, Canada

Full-time

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Job details

Job type: Full-time
Apply by: Mar 31, 2027
Posting language: English
Posted: Sep 22, 2026

Original job description

Appear helps brands get cited by AI: ChatGPT, Perplexity, Google AI Overviews, Gemini. We're growing, our customer base is growing, and we need someone who can make sure that growth compounds. This role owns what happens after the contract is signed.

Context

AI search is moving fast. So is our clients' understanding of it. When a brand signs with Appear, they're often at the start of a journey. They don't yet know how to read their AI visibility data, how to translate it into content decisions, or how much is at stake.

The AM role is to close that gap: turn early adopters into believers, believers into advocates, and find the natural expansion opportunities that come from proving results. Retention here isn't about keeping accounts quiet. It's about helping them see what's possible.

Tasks

Own a portfolio of accounts from day one: onboarding, activation, and ongoing success.

Run structured quarterly business reviews that connect Appear's data to each client's commercial outcomes, not just activity metrics.

Identify expansion opportunities within existing accounts: additional brands, markets, or verticals where AI visibility matters and we're not yet working.

Manage renewals proactively. You know what's at risk before it's at risk, and you act on it early.

Be the voice of the customer internally. If clients are confused, struggling, or seeing something we're not, that signal reaches product and marketing through you.

Use AI natively for account research, QBR prep, renewal forecasting, and follow-up. This is expected, not a bonus.

Requirements

2+ years in an account management, customer success, or renewal-owning role in B2B SaaS.

Comfortable with commercial conversations. You can discuss pricing, ROI, and contract terms without deferring to sales.

Strong at asking the right questions in client meetings, not just presenting.

Genuinely curious about AI and how it's changing search. Clients will ask hard questions and you need to hold your own.

Organised and proactive: you manage your book of business systematically, not reactively.

Fluent in English. Spanish or other European languages are a plus for our client base.

Nice to have

Background in SEO, content marketing, or digital agency work. You'll speak your clients' language immediately.

Experience managing accounts across legal, healthcare, financial services, or professional services verticals.

Familiarity with HubSpot, GoHighLevel, Salesforce, or similar CRM for account tracking and renewal management.

You've been an early CS or AM hire before and understand what it means to build the function as you run it.

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More about this job

Responsibilities

Manage customer accounts from onboarding through activation, ongoing success, and renewal, using structured business reviews to connect AI visibility data with clients’ commercial outcomes. Identify expansion opportunities, proactively manage renewal risks, use AI in account workflows, and relay customer feedback to product and marketing teams.

Requirements

Requires at least two years of experience in B2B SaaS account management, customer success, or a role responsible for renewals, along with confidence in commercial discussions and strong client questioning skills. Candidates should be organized, proactive, fluent in English, and genuinely curious about AI and its impact on search; Spanish or other European languages are a plus.

Skills

Account Management
Customer Success
Client Onboarding
Account Activation
Quarterly Business Reviews
Renewal Management
Account Expansion
Commercial Conversations
Pricing And ROI Discussions
Customer Advocacy
AI Search
AI Tools
Account Research
Renewal Forecasting
CRM Management
SEO And Content Marketing

Visa sponsorship

Not detected in the job text

Keywords

B2B SaaS
Customer Success
Account Management
AI Search
AI Visibility
ChatGPT
Perplexity
Google AI Overviews
Gemini
Client Onboarding
Account Activation
Quarterly Business Reviews
Commercial Outcomes
Account Expansion
Renewals
Customer Advocacy
AI Tools
Renewal Forecasting
SEO
Content Marketing
Digital Agencies
HubSpot
GoHighLevel
Salesforce
Legal
Healthcare
Financial Services
Professional Services

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