Customer Success Manager

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 customer’s business objectives, partnership creation and revenue generation.

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

• 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 Partner Stack 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 generation and customer objectives for using Partner Stack
• 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 Partner Stack support team for technical issues, minor product problems or requests, training, and basic business questions

• CSM – strategic background and partnerships experience required. Overall 5+ years of CSM experience required
• 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 App Direct, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each App Director 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 App Directors 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.

Canada Compensation Band: $75,000 – $90,000 CAD per annum