Customer Success Manager

Appear; Toronto; On-site; Confidential; Full time

Job summary

Appear in Toronto, Canada is seeking an Account Manager to drive retention and expansion for a growing B2B SaaS client base. You will onboard new customers, run quarterly business reviews, and coordinate with product and marketing to translate data into growth.

Ideal candidates have 2+ years in AM/CS roles, comfort with pricing, and a passion for AI and search dynamics. English fluency is required, with multilingual capabilities a plus.

Qualifications

• 2+ years in an account management, customer success, or renewal role in B2B SaaS.
• Comfortable with pricing, ROI, and contract terms discussions.
• Strong in asking the right questions in client meetings.
• Curious about AI and how it's changing search.
• Organised, proactive, and systematic in managing a book of business.
• Fluent in English; Spanish or other European languages a plus.

Responsibilities

• Own a portfolio of accounts from day one: onboarding, activation, and ongoing success.
• Run structured quarterly business reviews that connect Appear's data to client outcomes.
• Identify expansion opportunities within existing accounts: additional brands, markets, or verticals.
• Manage renewals proactively and signal risks early.
• Be the voice of the customer internally to product and marketing.
• Use AI for account research, QBR prep, renewal forecasting, and follow-up.

Skills

Account management

Commercial conversations

Asking questions

AI curiosity

Organization

English fluency

Spanish or other languages

Tools

HubSpot

GoHighLevel

Salesforce

Job description

Appear helps brands get cited by AI: ChatGPT, Perplexity, Google AI Overviews, Gemini. We'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.

Context

AI search is moving fast. So is our clients' understanding of it. When a brand signs with Appear, they're often at the start of a journey. They don't yet know how to read their AI visibility data, how to translate it into content decisions, or how much is at stake.

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't about keeping accounts quiet. It's about helping them see what's possible.

Tasks

• Own a portfolio of accounts from day one: onboarding, activation, and ongoing success.
• Run structured quarterly business reviews that connect Appear's data to each client's commercial outcomes, not just activity metrics.
• Identify expansion opportunities within existing accounts: additional brands, markets, or verticals where AI visibility matters and we're not yet working.
• Manage renewals proactively. You know what's at risk before it's at risk, and you act on it early.
• Be the voice of the customer internally. If clients are confused, struggling, or seeing something we're not, that signal reaches product and marketing through you.
• Use AI natively for account research, QBR prep, renewal forecasting, and follow-up. This is expected, not a bonus.

Requirements

• 2+ years in an account management, customer success, or renewal-owning role in B2B SaaS.
• Comfortable with commercial conversations. You can discuss pricing, ROI, and contract terms without deferring to sales.
• Strong at asking the right questions in client meetings, not just presenting.
• Genuinely curious about AI and how it's changing search. Clients will ask hard questions and you need to hold your own.
• Organised and proactive: you manage your book of business systematically, not reactively.
• Fluent in English. Spanish or other European languages are a plus for our client base.

Nice to have

• Background in SEO, content marketing, or digital agency work. You'll speak your clients' language immediately.
• Experience managing accounts across legal, healthcare, financial services, or professional services verticals.
• Familiarity with HubSpot, GoHighLevel, Salesforce, or similar CRM for account tracking and renewal management.
• You've been an early CS or AM hire before and understand what it means to build the function as you run it.