Premier Customer Success Manager

AppDirect•Chicago, IL

18h•Hybrid

About The Position

AppDirect is a global digital company that empowers digital entrepreneurs. Their subscription commerce platform enables selling any product, through any channel, on any device, as a service, powering millions of subscriptions worldwide. Tackle, a business unit of AppDirect, specializes in helping software companies generate revenue through data-driven Cloud go-to-market (Cloud GTM) strategies, utilizing platforms like AWS, Google Cloud, and Microsoft. Tackle supports over 500 software companies, from startups to large enterprises. The ideal candidate is a strategic, customer-obsessed professional with expertise in cloud technology, partnerships, and consultative success management. They are passionate about helping software companies increase revenue through cloud marketplaces and have a proven ability to build executive relationships, drive adoption, and deliver measurable business outcomes. This role requires simplifying complexity, accelerating time-to-value, and building trust-based partnerships in a hyper-growth SaaS environment, serving as a trusted advisor for customers transitioning 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.