Join Appear as our first Customer Success Manager in the UK and be the driving force behind customer outcomes, retention, and growth in a company transforming how the world watches live events.
Your Responsibilities
* Execute the Customer Success programme using defined playbooks, cadences, and workflows
* Support local teams through all phases of the customer success programme
* Ensure a consistent and high‑quality customer journey across the EMEA region
* Feed regional insights back to improve global CS frameworks and tooling
* Manage a portfolio of customers, driving adoption, value realisation, and long‑term retention
* Establish and maintain regular engagement cadences – QBRs, check‑ins, and tailored success plans in collaboration with Account owners
* Monitor customer health proactively and address risks before they escalation
* Identify expansion opportunities in close collaboration with the Commercial team
* Ensure correct data and usage in support and customer success tooling
* Maintain accurate customer data and activity tracking across systems
* Collaborate with support and customer success teams to ensure smooth case handling and escalation
* Identify process gaps and contribute improvements to global operations
Must‑Have Experience
* Experience driving customer relations and lifecycle in a structured way
* Comfortable working with CRM, CSM or support systems (e.g., Zendesk, Salesforce) and committed to data quality
* Strong ability to collaborate across support, sales, and product teams in a matrix environment
* Commercial mindset – able to identify risks and opportunities within a customer portfolio
Nice to Have
* Background in technical B2B environments (hardware/software products)
* Exposure to support operations or service delivery functions
* Experience in a newly established or scaling CS function
* Experience from working in a matrix organisation
* Familiarity with EMEA/UK market dynamics
What Does Success Look Like?
In this role, you will be measured on outcomes that matter: high customer engagement across your portfolio, strong retention rates, positive customer satisfaction (CSAT/NPS), and clear visibility of customer health and risks. We also expect you to be a reliable contributor to process improvement – surfacing feedback that helps Appear get better at serving its customers globally.
Why Appear?
* Be part of an industry‑leading company trusted by the world's largest broadcasters, sports leagues, and content creators
* A genuinely new role – you will have real ownership and direct impact on outcomes that matter to the business
* Close collaboration with global leadership and operations teams across Oslo, UK, and North America
* A blend of customer‑facing work and strategic influence – not just account management, but programme shaping
* Hybrid working policy and flexible hours to support work‑life balance
* Travel and medical insurance coverage
* Full salary during parental leave
* Defined contribution pension plan
* Vibrant social culture with regular team events, sponsored communities, and informal after‑works
Practical Information
* Location: UK (preferably), with some travel across Europe for customer meetings and alignment with HQ
* Language requirements: Excellent spoken and written English required. Preferably professionally proficient in a second language, e.g., French, German, Spanish
* Application deadline: We consider applicants on a rolling basis – apply early
* Education: Bachelor's degree (Business, Engineering or similar) preferred; experience is more important than formal qualifications
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