Customer Success Manager

<p>Appear helps brands get cited by AI: ChatGPT, Perplexity, Google AI Overviews, Gemini. We&#39;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. </p> <p>Context</p> <p>AI search is moving fast. So is our clients&#39; understanding of it. When a brand signs with Appear, they&#39;re often at the start of a journey. They don&#39;t yet know how to read their AI visibility data, how to translate it into content decisions, or how much is at stake.</p> <p>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&#39;t about keeping accounts quiet. It&#39;s about helping them see what&#39;s possible.</p> <h2 id="tasks">Tasks</h2> <ul> <li>Own a portfolio of accounts from day one: onboarding, activation, and ongoing success.</li> <li>Run structured quarterly business reviews that connect Appear&#39;s data to each client&#39;s commercial outcomes, not just activity metrics.</li> <li>Identify expansion opportunities within existing accounts: additional brands, markets, or verticals where AI visibility matters and we&#39;re not yet working.</li> <li>Manage renewals proactively. You know what&#39;s at risk before it&#39;s at risk, and you act on it early.</li> <li>Be the voice of the customer internally. If clients are confused, struggling, or seeing something we&#39;re not, that signal reaches product and marketing through you.</li> <li>Use AI natively for account research, QBR prep, renewal forecasting, and follow-up. This is expected, not a bonus.</li> </ul> <h2 id="requirements">Requirements</h2> <ul> <li>2+ years in an account management, customer success, or renewal-owning role in B2B SaaS.</li> <li>Comfortable with commercial conversations. You can discuss pricing, ROI, and contract terms without deferring to sales.</li> <li>Strong at asking the right questions in client meetings, not just presenting.</li> <li>Genuinely curious about AI and how it&#39;s changing search. Clients will ask hard questions and you need to hold your own.</li> <li>Organised and proactive: you manage your book of business systematically, not reactively.</li> <li>Fluent in English. Spanish or other European languages are a plus for our client base.</li> </ul> <p>Nice to have</p> <ul> <li>Background in SEO, content marketing, or digital agency work. You&#39;ll speak your clients&#39; language immediately.</li> <li>Experience managing accounts across legal, healthcare, financial services, or professional services verticals.</li> <li>Familiarity with HubSpot, GoHighLevel, Salesforce, or similar CRM for account tracking and renewal management.</li> <li>You&#39;ve been an early CS or AM hire before and understand what it means to build the function as you run it.</li> </ul>