Customer Success Manager – Appointwise (Remote) We’re hiring a CSM who knows how to keep customers happy, growing, and sticking around. Who we are: Appointwise is an AI appointment-setting platform that’s handling over 2 million conversations for 6,500+ businesses globally. Our AI agents convert at roughly double the rate of human setters. We’re solving a real problem: businesses waste money on leads they never follow up with properly. We’ve built AI that books appointments, handles objections, and improves with every conversation. We’re growing fast, shipping new features every month, and our customers are seeing results that exceed expectations. Now we need someone to make sure every one of them succeeds. What you’ll be doing: Retention & Expansion Own customer retention metrics and reduce churn Identify upsell and expansion opportunities within existing accounts Proactively monitor usage patterns and intervene before customers churn Drive product adoption and feature utilisation across your book of business Manage white‑glove DFY projects where we build custom AI agents for agency clients Act as the main point of contact throughout implementation Ensure seamless handoff from sales to delivery to ongoing support Coordinate with our technical team to deliver exceptional client experiences Proactive Customer Success Run regular check‑ins, business reviews, and strategy sessions Help customers optimise their AI setups to maximise ROI Identify at‑risk accounts and execute retention strategies Advocate for customer needs internally and influence product roadmap What we’re looking for: Must‑haves: 2+ years as a CSM in a B2B SaaS company Proven track record of reducing churn and increasing customer retention Experience managing high‑touch, complex implementations or DFY services Data‑driven approach to customer success (you live in your metrics) Strong communication skills – you can explain complex things simply Self‑starter who can build processes from scratch Nice‑to‑haves: Experience in AI, automation, or MarTech SaaS Background working with agencies or service businesses Technical enough to understand workflows, integrations, and automation Experience scaling customer success operations What you’ll get: Competitive salary + performance‑based bonuses tied to retention and expansion Remote‑first – work from anywhere Direct impact – you’ll shape how we deliver customer success at scale Small team environment where your voice matters Work with cutting‑edge AI technology that’s driving real customer outcomes Apply now to be considered for this position! Our team will contact you if you’re a good fit, and we’ll ask you to film a short Loom video before arranging an interview. #J-18808-Ljbffr