Technical Success Manager

About Appsmith

Appsmith is an open-source, low code software that helps developers build mission-critical applications quickly.

With over 10 million downloads over four years and more than 30,000 stars on Github, Appsmith is used by over 10,000 organizations across 150 countries. We have raised $51.5 million over three rounds of funding from Insight Partners, Accel, Canaan Partners and other well-known investors. 

Appsmith’s paying customers include Pfizer, Amazon, Dropbox, UnitedHealth Group, GSK, Sunlife Financial, Tubi and other Fortune 500 companies as well as fast-growing medium and large businesses.

About the job

Our new Technical Success Manager will inherit Appsmith’s organically high rates of customer expansion and renewal while assuming full ownership of our annual customer growth objectives. 

This role will report directly to the Head of Technical Success and will primarily focus on accelerating customers’ time-to-deployment and go-live-time for their first app.

This will involve close collaboration across a variety of customer stakeholders beginning with customer onboarding and continuing as a strategic and technical advisor throughout the customer journey.

Internally this role will collaborate closely with, and be supported by, Sales, Product, Engineering, Support and Solutions Engineering teams.

This role is ideal for candidates early to midlevel in their career and are eager to grow into leadership opportunities and deepen their technical expertise.

General responsibilities:

In the first year this new hire will

• Increase Appsmith’s onboarding success by working with IT and DevOps to increase deployment speed

• Ensure the client’s team (buyers and client developers) have the resources they need reduce the go-live time for their first app

• Identify and execute experiments to improve the customer onboarding experience

• Develop repeatable playbooks for these motions

• Act as customer’s trusted advisor for using Appsmith’s platform effectively

  • proactively provide the right resources (engineer consulting, case studies, new release updates, best practices, etc.) to drive utilization to match or exceed contracted use

  • Champion customer value creation by seeking and synthesizing regular feedback from decision makers, developers and app users 

• Collaboratively determine the metrics for-, and own the targets for- client adoption, growth and risk

• Frequently create additional customer value:

  • Establish effective cadences for business reviews, strategic discussions, developer office hours and connect with Product Managers

  • Ensure relevant customers are invited to beta programs and properly onboarded

  • Create and cultivate relationships with key users of Appsmith 

  • Organize customer-specific events on behalf of Appsmith, including Demo Days, site visits, dedicated training sessions and meetups involving key stakeholders of Appsmith

  • Proactively identify challenging situations and risks that can lead to decrease in adoption of Appsmith’s platform within key customers

  • Serve as escalation point of contact for situations customer experience has been compromised, or is at risk of being compromised

  • Showcase customer success by collaborating to produce case studies, testimonials and professional success stories on social media.

Preferred Qualification & Skills: 

• At minimum, 3 years of experience leading technical success for highly technical software deployments with Enterprise Clients. A strong preference for experience doing so with developer platform tools.

• Proven results in driving retention and product adoption with Enterprise Clients and examples developing and deploying repeatable processes that support customer growth/scale. 

• Strong business acumen able to discern and align the platform’s value with the customer’s core cultural values and business goals

• An effective communicator who can align internal and external stakeholders around a common goal or set of objectives that directly influence the customer’s ability to derive value from our platform. . 

• You are an Innovative problem solver and can advise the customer on new solutions based on customer roadmap and long-term strategic goals.

• Earnest and empathetic collaborator who can quickly navigate competing priorities to ensure distributed work can be completed successfully and repeatedly.

• Familiarity with software development practices (such as Git, APIs, Docker, or low-code tools).

Leadership Qualities: 

• PASSION: Passionate about Appsmith’s success - being deployed to build internal tools successfully in every enterprise in the world

• CURIOSITY: Always learning, approaches each interaction with open mind, great listener and asks the right questions to get deeper understanding of situations

• AGILITY: Ability to move fast and drive business value and results 

• VISIONARY: Ability to create, articulate and influence long term strategy of a global business by ability to connect with varying levels of hierarchy

• TRUST: Ability to gain trust in situations both good and bad, based on skills, experience and ability to offer help

• ADAPTABLE: Excels in high levels of uncertainty and change

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