Customer Success Manager

AppDirect • Toronto, ON

2d

About The Position

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 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 company’s financial growth as they are responsible for growing and transforming customer relationships.

Requirements

• 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

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed