Senior Customer Success Manager

About AppDirect

Become a digital global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product through any channel on any device as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven cultureone that enables you to Be Seen Be Yourself and Do Your Best Work.

About PartnerStack an AppDirect Subsidiary

At PartnerStack were passionate about software and the partnership space and were not afraid to shake things up!Our mission is to change how the world sells software by creating partnerships that unlock growth. Were an ecosystem platform with the worlds largest B2B partnerships network with over 500 companies using PartnerStack to generate and sustain revenue.
Transforming the industry requires the right people. Wed love to meet you if youre interested in making partnerships and ecosystems a game-changer in the software industry! Were a high-impact and cross-team collaboration culture empowering our teams to achieve success together.

About you and this role

Customer Success Managers (CSMs) own the outcome of customer success for a book of business/set of accounts. They form a direct relationship and partnership with customers to uncover and create a shared vision of what success means to a given customer. They then provide them with timely value propositions and actions to deliver on that value. They build strategies for their accounts to retain and grow them while contributing to company profits. CSMs develop a vision and a strategy for each of their accounts to provide customers with a voice and guidance to facilitate the achievement of the customers business objectives partnership creation and revenue generation..

Customer Success Managers have a unique opportunity to influence PartnerStack customer base and can be a promoter for PartnerStack as well as an advocate for customer needs or gaps in experience. CSMs are essential to a companys financial growth as they are responsible for growing and transforming customer relationships.

What youll do

• Manage the success of their assigned accounts ensuring customers get fast time to value and realize value in outcomes including - optimized and expanded programs revenue generation and clear return on investment
• Develop strategies for their customer growth and retention
• Educate and advocate for how PartnerStack can solve their needs
• Establish regular connection and communication - weekly/bi weekly check ins with key stakeholders and quarterly business review with executive leadership focused on revenue generations and customer objectives for using PartnerStack
• Review customer feedback and prioritize feature requests
• Analyze data and metrics around customer engagement and growth
• Ensure onboarding of new customers leads to success and active programs
• Drive renewals and expansion
• Foster relationship between their customers and the PartnerStack support team for technical issues minor product problems or requests training and basic business questions

Youre a great candidate if

• Senior CSM strategic background and partnerships experience required. Overall 5-7 years of CSM experience required
• Must be based in or available to work Pacific Standard Time (PST). This role includes evening hours of 57 PM PST a few times per week to support a premium client. Candidates must be comfortable and enthusiastic about this schedule.
• Understands SaaS business and has an interest in keeping up with the industry.
• Enjoys building relationships and cultivating positive client experiences
• Focuses on new and effective ways to provide value to the client
• Approaches problems with a creative mindset and is solution oriented
• Thrives in a fast paced environment and is able to learn on the job

At AppDirect we believe that innovation thrives in an environment that houses diversity of excellence experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race religion age sexual orientation or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such we strongly encourage applications from Indigenous peoples racialized people people with disabilities people from gender and sexually diverse communities and/or people with intersectional identities.

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