Senior Customer Success Manager (PST Time-Zone) at AppDirect

<p style="text-align: justify;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>About AppDirect</strong></span></p> <p style="text-align: justify;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">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 culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work.</span></p> <p style="text-align: justify;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>About PartnerStack, </strong><strong>an AppDirect Subsidiary</strong></span></p> <p style="text-align: justify;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">At PartnerStack, we’re passionate about software and the partnership space — and we’re not afraid to shake things up!&nbsp;</span><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Our mission is to change how the world sells software by creating partnerships that unlock growth. We’re an ecosystem platform with the world’s largest B2B partnerships network, with over 500+ companies using PartnerStack to generate and sustain revenue.</span><br><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Transforming the industry requires the right people. We'd love to meet you if you’re interested in making partnerships and ecosystems a game-changer in the software industry! We’re a high-impact and cross-team collaboration culture, empowering our teams to achieve success together. </span></p> <p style="text-align: justify;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>About you and this role</strong></span></p> <p style="text-align: justify;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Customer Success Managers (CSMs) own the outcome of customer success for a book of business/set of accounts.&nbsp; They form a direct relationship and partnership with customers to uncover and create a shared vision of what success means to a given customer.&nbsp; 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. &nbsp; 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 customer’s&nbsp; business objectives, partnership creation and revenue generation..</span></p> <p style="text-align: justify;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">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.&nbsp; CSMs are essential to a company’s financial growth as they are responsible for growing and transforming customer relationships.&nbsp;</span></p> <h2 style="text-align: justify;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>What you’ll do</strong></span></h2> <ul style="text-align: justify;"> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">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&nbsp;</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Develop strategies for their customer growth and retention</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Educate and advocate for how PartnerStack can solve their needs</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">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</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Review customer feedback and prioritize feature requests</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Analyze data and metrics around customer engagement and growth</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Ensure onboarding of&nbsp; new customers leads to success and active programs</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Drive renewals and expansion</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Foster relationship between their customers and the PartnerStack support team for technical issues, minor product problems or requests, training, and basic business questions</span></li> </ul> <p style="text-align: justify;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>You’re a great candidate if…</strong></span></p> <ul style="text-align: justify;"> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Senior CSM — strategic background and partnerships experience required. Overall <strong>5-7+ years of CSM</strong> experience required</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Must be based in or available to work <strong>Pacific Standard Time (PST).</strong> This role includes evening hours of<strong> 5–7 PM PST,</strong> a few times per week, to support a premium client. Candidates must be comfortable and enthusiastic about this schedule.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Understands SaaS business and has an interest in keeping up with the industry.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Enjoys building relationships and cultivating positive client experiences</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Focuses on new and effective ways to provide value to the client</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Approaches problems with a creative mindset and is solution oriented</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Thrives in a fast paced environment and is able to learn on the job</span></li> </ul> <p style="text-align: justify;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><em>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.</em></span></p> <p style="text-align: justify;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><em>At AppDirect we take privacy very seriously. For more information about our</em><em> </em><em>use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information of our general privacy practices, please see AppDirect Privacy Notice:</em><a href="https://www.appdirect.com/about/candidate-privacy-notice"><em>&nbsp;</em></a></span></p> <p style="text-align: justify;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><a href="https://www.appdirect.com/about/privacy-notice"><em>https://www.appdirect.com/about/privacy-notice</em></a></span></p> <p style="text-align: justify;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">At AppDirect, AI tools may assist our recruitment team with administrative automations — always under human oversight. AI tools do not make hiring decisions or solely automated decisions about your candidacy – all decisions are made by our people. By submitting your application, you acknowledge that your information may be processed in this way. You may request access or deletion at any time by contacting&nbsp;<a href="mailto:[email protected]">[email protected]</a>.&nbsp;</span></p> <p style="text-align: justify;"><br><br></p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p class="p1">The salary band listed below reflects the expected annual base salary or OTE (on-target earnings) for this role at AppDirect and may be subject to change.</p> <p class="p1">Base salary or OTE is just one component of AppDirect’s total compensation package. In addition to base pay, regular employees may be eligible for performance-based bonuses and a full range of benefits.&nbsp;</p></div><div class="title">Canada Compensation Band</div><div class="pay-range"><span>$124,400</span><span class="divider">&mdash;</span><span>$163,275 CAD</span></div></div><div class="pay-input"><div class="description"><p>L'échelle salariale indiquée ci-dessous correspond au salaire de base annuel prévu ou à la rémunération cible (OTE) pour ce poste chez AppDirect et est susceptible d'être modifiée.</p> <p>Le salaire de base ou la rémunération cible (OTE) ne constitue qu'une composante du package de rémunération global proposé par AppDirect. Outre le salaire de base, les employés permanents peuvent prétendre à des primes liées à la performance et à une gamme complète d'avantages sociaux. &nbsp;Fourchette</p></div><div class="title">Échelle salariale au Canada</div><div class="pay-range"><span>$124,400</span><span class="divider">&mdash;</span><span>$163,275 CAD</span></div></div></div>