Customer Success Manager

About AppDirect

AppDirect is building a subscription commerce platform that helps businesses sell products and services through any channel, on any device, as a service. The company supports millions of subscriptions across the globe and operates with a culture centered on being seen, being yourself, and doing your best work.

About PartnerStack, an AppDirect Subsidiary

PartnerStack focuses on the software and partnership ecosystem, with a goal of reshaping how software is sold by creating partnerships that drive growth. It is an ecosystem platform with the largest B2B partnerships network in the world, used by more than 500 companies to generate and sustain revenue. The team values cross-functional collaboration and high impact work.

Role overview

Customer Success Managers are responsible for the outcomes of their assigned accounts. They work closely with customers to define what success looks like, then guide them with timely recommendations and actions that help deliver business value. This role involves building account strategies that improve retention, encourage expansion, and contribute to company growth. CSMs also act as a customer advocate and a promoter of PartnerStack’s value.

Key responsibilities

• Own the success of assigned accounts and help customers achieve faster value realization, stronger program performance, revenue growth, and clear ROI.
• Create growth and retention strategies for customer accounts.
• Explain how PartnerStack addresses customer needs and represent the product’s value internally and externally.
• Maintain consistent communication with stakeholders, including weekly or biweekly check-ins and quarterly business reviews with executive leaders focused on customer goals and revenue outcomes.
• Collect customer feedback, assess feature requests, and help prioritize them.
• Track customer engagement, performance, and growth metrics to identify opportunities.
• Guide new customers through onboarding so they launch successfully and activate their programs.
• Support renewals and expansion opportunities.
• Work with the support team to resolve technical issues, smaller product concerns, training needs, and basic business questions.

What you should bring

• At least 5 years of experience in customer success, along with a strong strategic background and experience in partnerships.
• Solid understanding of the SaaS business model and interest in staying current with the industry.
• Ability to build strong relationships and create positive client experiences.
• A mindset focused on finding creative, practical ways to add value for customers.
• A solution-oriented approach to challenges.
• Comfort working in a fast-moving environment and learning quickly on the job.

Compensation and benefits

The role includes an annual base salary or OTE in the Canada compensation band of CAD 70,000 to CAD 87,000. This is only one part of the overall compensation package. Eligible regular employees may also receive performance-based bonuses and a full benefits package.

Additional information

AppDirect is committed to inclusion and encourages applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and people with intersectional identities. The company states that it values diversity of experience, background, and thought.

Privacy and AI notice

Applicant data may be processed for administrative automation with human oversight. Automated tools are not used to make hiring decisions. Candidates may request access to or deletion of their information by contacting the privacy team. Applicants are also directed to review the company’s candidate privacy policy and privacy notice.

Salary details

The Canada compensation band is listed as CAD 70,000 to CAD 87,000 annually for base salary or OTE. A second Canada salary range is also provided as CAD 124,400 to CAD 163,275, and this figure is retained as stated in the source.