Customer Success Manager

PartnerStack is seeking a Customer Success Manager (CSM) who will be responsible for owning the success of a book of business and developing strategies to retain and grow customer accounts. The CSM will build relationships with customers, understand their needs, and provide value propositions and actions to deliver on that value. They will also be responsible for driving revenue through subscription renewal, rewards, and growth. The CSM will have the opportunity to represent PartnerStack's vision and advocate for customer needs, while also contributing to the company's financial growth.

Manage the success of 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 customer growth and retention

Educate and advocate for how PartnerStack can solve customer needs

Establish regular connection and communication with key stakeholders, including weekly/bi-weekly check-ins and quarterly business reviews with executive leadership focused on revenue generation and customer objectives for using PartnerStack

Review customer feedback and prioritize feature requests

Analyze data and metrics around customer engagement

Talk with Vendors to understand Voice of their Vendor (VoV) and assess and prioritize feedback

Develop and manage strategies for Vendor growth and retention, focusing on loyalty and the creation of long-term relationships with PartnerStack

Develop and manage the Vendor's partnerships and programs on the PartnerStack Network, moving non-marketplace partners into the marketplace and working with the Network Success Team to expand on the Vendor's partnerships and programs

Drive Vendor and PartnerStack revenue

Represent the PartnerStack vision, focus, and path to success by building a deep understanding of the business and representing that with the senior relationships within their book of business

• 3+ years experience in partnerships, customer success, customer experience or related roles
• Understanding of SaaS business and interest in keeping up with the industry
• Ability to build relationships and cultivate positive client experiences
• Focus on providing value to clients in new and effective ways
• Creative problem-solving skills and solution-oriented mindset
• Ability to thrive in a fast-paced environment and learn on the job
• Relationship management skills
• Effective communication skills
• Growth mindset
• Industry knowledge
• Change management skills
• Cross-sell/Up-sell abilities
• Problem-solving skills
• Managing expectations
• Empathy
• Active listening skills
• Strategic planning skills
• Time management skills
• Data analysis skills
• Persuasiveness
• Project management skills
• Creative thinking skills

A digital-first environment, so you can do your best work anywhere in Canada

A MacBook shipped to you and a budget for peripherals of your choice

Flexible working hours (in coordination with your team)

Flexibility to work abroad for up to 8 weeks at a time

Regular social events, even while working remotely

Annual peripheral refresh

Competitive salary and opportunities for promotion

High-quality health insurance, active from your first day

HSA and Wellness Accounts

Generous vacation and time off plan

Employee Stock Option Plan for everyone (ESOP)

RRSP with an employer matching component

Our office space (111 Peter Street, Toronto, ON) is open to all employees

Diversity, Equity, and Inclusion

Equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, marital status, able­bodiedness or gender identity

Safe and inclusive workplace

Accommodations available for success in the role