AppZen

Customer Success Manager

• Creating a smooth transition from sales for new customers, and aligning with the customer’s executive sponsor during implementation; overseeing key milestones during implementation in partnership with Implementation Success Manager (ISM).
• Post go-live, conducting cadence calls to monitor and assess program health, along with project-managing the adoption of new/existing features & functionality.
• Regularly analyzing and communicating business value to customer executives and their teams, typically in the form of Business Reviews.
• Partnering with sales to identify opportunities to increase customer value–resulting in upsell/cross-sell/expansion.

Enterprise Customer Success Manager

Manager

• Driving resolution of AppZen’s most complex and high-impact customer escalations.
• Partnering with CSMs and ISMs to unblock go-lives, stabilize at-risk accounts, and protect customer confidence.
• Coordinating across Support, Engineering, Product, and the AppZen Executive Team to deliver timely, durable outcomes.
• Monitoring escalated accounts for recurring issues and systemic risks, and driving preventive actions.

Escalation Manager

Program Manager

• Build and maintain launch plans for new products and major features
• Define milestones across engineering, QA, documentation, enablement, marketing, and sales
• Identify dependencies, bottlenecks, and risks early
• Drive weekly cross-functional execution cadences
• Ensure launch readiness across all customer-facing functions
• Coordinate execution across Product, Engineering, Customer Success, Support, Marketing, and Sales
• Define launch success KPIs (adoption, usage, pipeline impact, revenue influence, customer satisfaction)
• Track launch progress and readiness metrics
• Build concise executive dashboards and provide written updates to leadership
• Conduct post-launch reviews and improvement loops
• Create standardized launch frameworks and checklists
• Improve cross-functional processes to increase predictability
• Drive accountability without creating bureaucracy

Enterprise Customer Success Manager

Escalation Manager

Contract Program Manager – Product & GTM Launch, AI, SaaS