[topcoder] - Customer Success Manager - West
US - Sales | All Regions, United States

Appirio is a global services provider who uses crowdsourcing and cloud, social and mobile technology to help enterprises reimagine their business and become more agile. Appirio brings together technology expertise with a deep understanding of the way people work, and the development, design and analytics skills of a 600,000 person global crowdsourcing community . Appirio has worked with more than 500 enterprises, including organizations like Facebook, Intuit, Japan Post Network, L'Oreal, McGraw-Hill, NetApp, The Four Seasons, and Virgin America.   The company is backed by Sequoia Capital, GGV Capital and General Atlantic.  

Brief Summary of Role

The Customer Success Manager group is responsible for ensuring adoption, growth and expansion of the [topcoder] platform across all [topcoder] customers.   This will be measured by a combination of net promoter score within the customer base, renewal / churn rates, and utilization of the [topcoder] platform.


  • Develop and maintain long term, trusted relationships with our clients

  • Converting bookings to net revenue and growing the usage of the [topcoder] crowdsourcing platform within each client account

  • Ensure long term client satisfaction and referencability

  • Create and manage customer account plans for each client

  • Manage CSM portfolio targeting net revenue of $3M per CSM

  • Maintaining a NPS in the ‘Promoter’ range (9-10) for each customer

  • Work side by side with the sales and delivery teams to develop estimates for client projects

  • Coordinate with Delivery Managers, providing feedback on project teams

  • Manage engagement financials and ensure we are delivering as near the As Sold Margin / profitability as possible

  • Ensuring projects within client portfolio achieve targeted profitability

  • Accurately forecast revenues for assigned client group

  • Documenting customer wins for marketing

Education and Required Experience (Requirements)

  • Proven relationship manager with experience growing and developing strong, trusted-adviser relationship with customers; proven track record of successful solutions-oriented services program management; proven in multi-million dollar, multi-year programs

  • Confident and thoughtful personality with the ability to adapt styles to multiple types of clients

  • Superior time management and prioritization skills with the proven ability to multi-task with the management of 2 to 4 client relationships at any given time

  • Technical acumen to support teams and to advise clients in a technical environment

  • Driven by customer success with a team player attitude

  • Crowdsourcing knowledge and/or experience preferred; prior experience in Salesforce, CRM, or SaaS are highly desirable

  • BA/BS or equivalent; MBA preferred

  • Located in the US and ability to travel up to 70%

  • Not eligible for visa sponsorship

About [topcoder]

[topcoder] is the leader in crowdsourced cloud development. The crowdsourcing marketplace matches companies who need development work with a worldwide community of more than 600,000 cloud experts.[topcoder]'s developers compete for cash and recognition by participating in contests to create enterprise-class solutions. With proven proficiency using today's leading public cloud platforms and languages, including Amazon Web Services, Cloud Foundry, Force.com, Heroku, HTML5, Ruby and Java, the [topcoder] community depth and breadth of expertise and commitment to community software development is unrivaled.