Premier Customer Success Manager

AppDirect • Chicago, IL

19h • Hybrid

About The Position

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. Tackle, a business unit of AppDirect, is the leading solution built to help software companies generate revenue through data-driven Cloud go-to-market (Cloud GTM). Our platform and team help customers identify the right buyers, grow cloud co-sell relationships, and transact efficiently at scale through AWS, Google Cloud, and Microsoft. Tackle serves more than 500 software companies—including CrowdStrike, HashiCorp, New Relic, and Snyk—from high-growth startups to the largest software companies in the world.

You are a strategic, customer-obsessed professional who thrives at the intersection of cloud technology, partnerships, and consultative success management. You have a passion for helping software companies unlock revenue through cloud marketplaces (AWS, Microsoft Azure, Google Cloud) and a proven track record of building executive-level relationships, driving adoption, and delivering measurable business outcomes. You simplify complexity, accelerate time-to-value, and build lasting partnerships grounded in trust and shared success. You are energized by the pace of a hyper-growth SaaS environment and excited to serve as a trusted advisor who helps customers revolutionize their journey to the cloud.

Requirements

• Minimum 4 years of experience in Customer Success Management, Alliance Management, or Sales/Revenue Operations Consulting, including sourcing, interpreting, and presenting data-driven decisions;
• Documented track record of increasing customer satisfaction, adoption, and retention of a technology product, or facilitating/supporting the sales process in a Customer Success, Alliances, Partner Management, or Account Management capacity;
• Advanced knowledge of the Cloud Marketplace ecosystem with hands-on experience in one or more major Cloud Marketplaces (AWS, Microsoft Azure, or Google Cloud) and related partnership programs;
• Analytical mindset with the ability to interpret and leverage data to inform strategy and measure outcomes;
• Outstanding communication (written and oral), negotiation, and presentation skills with the ability to engage stakeholders from team members to executive management;
• Technologically adept with strong business intelligence acumen;
• Ability to work independently and remotely while collaborating within a team environment both synchronously and asynchronously;
• Creative, positive, and solution-oriented thinker who can challenge the status quo and navigate ambiguity;
• Ability to thrive amid the demanding pace of a hyper-growth SaaS company.

Nice To Haves

• Business intelligence and report creation experience (Google Workspace, Salesforce, Tableau, Confluence);
• Skills managing reseller and distributor channel relationships.

Responsibilities

• Establish and maintain strong relationships with executive-level Alliance, Sales, and Operations leaders across a portfolio of named accounts;
• Partner closely with Independent Software Vendors (ISVs) to deeply understand their business goals and challenges within the cloud marketplace, serving as their trusted advisor and dedicated expert on all things Cloud GTM;
• Develop, refine, and manage each customer's Cloud GTM strategy—tracking objectives and goals related to establishing, building, driving, and scaling marketplace revenue and aligning them to next-best actions;
• Educate customers through coaching and training sessions on cloud marketplace landscapes, best practices, co-selling motions, and market dynamics;
• Provide technical insights and strategic guidance on adapting and optimizing GTM strategies for specific cloud environments (AWS, Azure, GCP);
• Assess customer maturity and preparedness for Cloud GTM; conduct market research to identify opportunities, threats, and competitive landscapes within the customer's Total Addressable Market;
• Design and help implement co-sell operating models between customers and their cloud provider partners, fostering strategic collaborations that drive mutual success;
• Deliver recurring Executive Business Reviews focused on Cloud GTM goals and KPIs across selling and co-selling with cloud partners;
• Collaborate with Enterprise and Strategic Account Executives to provide strategic oversight and shared ownership of named accounts across Sales and Services teams;
• Act as the voice of the customer to Product, Engineering, and other internal teams—accurately representing how product enhancements will drive satisfaction and retention;
• Maintain expert-level knowledge of how transactions are offered, booked, and fulfilled on Cloud Marketplaces, staying current with evolving marketplace dynamics;
• Refine and share standard operating procedures, product tips, and enablement materials for internal and external stakeholders;
• Evangelize Tackle's Cloud GTM philosophy and expertise, helping transform the way customers go to market through cloud marketplaces.

Benefits

• 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.
• 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.
• At AppDirect we take privacy very seriously. For more information about our 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: https://www.appdirect.com/about/privacy-notice

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees