Customer Success Manager

About AppDirect and PartnerStack

AppDirect empowers digital entrepreneurs globally by providing a subscription commerce platform that enables the sale of any product across multiple channels and devices, facilitating millions of subscriptions worldwide. PartnerStack, an AppDirect subsidiary, specializes in revolutionizing software sales through partnership networks, supporting over 500 companies to drive revenue growth.

Role Overview

The Customer Success Manager (CSM) is accountable for the success outcomes of a portfolio of customer accounts by establishing strong partnerships to define and realize shared success goals. This role involves devising growth and retention strategies, delivering timely value propositions, and driving customer revenue generation. CSMs act as advocates for customers while supporting company profitability through strategic relationship management and enabling customers to meet their business objectives via PartnerStack's platform.

Key Responsibilities

• Oversee assigned accounts to ensure quick realization of value and outcomes such as optimized programs, increased revenue, and clear ROI.
• Create and execute strategies focused on customer growth and retention.
• Advocate PartnerStack solutions tailored to customer needs.
• Maintain consistent communication through weekly or biweekly stakeholder engagements and quarterly executive business reviews targeting revenue and customer goals.
• Gather and analyze customer feedback, prioritizing feature requests.
• Utilize customer engagement data to inform growth opportunities.
• Facilitate seamless onboarding processes to activate successful customer programs.
• Lead efforts to drive renewals and account expansion.
• Coordinate customer relationships with PartnerStack support for technical issues, product inquiries, training, and business questions.

Candidate Profile

• Minimum of 5 years experience as a Customer Success Manager with a strategic and partnership-driven approach.
• Strong understanding of the SaaS industry and current market trends.
• Effective relationship builder focused on positive client experiences.
• Innovative thinker who continuously finds new ways to deliver client value.
• Solution-oriented with creative problem-solving skills.
• Thrives in fast-paced environments with a strong capacity to learn on the job.

Diversity and Inclusion

AppDirect embraces a diverse and inclusive culture that values unique perspectives and backgrounds, encouraging applications from Indigenous peoples, racialized groups, people with disabilities, and members of gender and sexually diverse communities.

Privacy and Recruitment Process

AppDirect prioritizes candidate privacy and utilizes AI tools solely for administrative support without autonomous decision-making. Candidates can request information or deletion of their personal data at any point.

Compensation

The annual salary range for this role in Canada is between 75,000 and 90,000 CAD. Compensation includes base salary plus potential performance bonuses and comprehensive benefits for full-time employees.