Customer Success Manager

AppDirect

3h•Hybrid

About The Position

We are seeking a dynamic and customer-centric Customer Success Manager to join our team. This role is tailored for someone who thrives in a collaborative environment and excels at providing exceptional support to a broad customer base. Working alongside another CSM, you will serve as a trusted resource for our customers, ensuring the success and satisfaction of utilizing our platform to scale their cloud GTM efforts. You will manage a low-touch, one-to-many motion by engaging with customers and providing strategic guidance to help them achieve their business objectives. You will also spearhead proactive engagement strategies to drive adoption, retention, and expansion, while collaborating closely with Account Managers on risk mitigation and growth strategies. This role demands a blend of strategic thinking, a results-oriented mindset, and cross-functional collaboration to deliver outstanding value and support to our customers.

Requirements

3+ years of experience in customer success, account management, or a related customer-facing role, preferably in the SaaS or cloud industry.
Proven track record of managing a portfolio of customers and driving successful outcomes.
Strong understanding of cloud technologies, GTM strategies, and digital marketing concepts.
Excellent communication, presentation, and interpersonal skills.
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
Analytical mindset with the ability to interpret data and derive actionable insights.

Nice To Haves

Experience working with CRM platforms (e.g., Salesforce) and customer success tools (e.g., Gainsight, Churnzero, Catalyst) is a plus.

Responsibilities

Serve as a responsive resource for a diverse portfolio of customers leveraging our platform, ensuring they have access to the support and guidance needed to maximize and scale their cloud GTM success.
Collaborate closely with Account Manager to address retention risk by developing and performing mitigation tactics, and enhance overall customer satisfaction; Partner with your CSM counterpart to ensure a balanced workload and seamless customer support experience.
Support the development of, and execution of scalable success programs to drive one-to-many enablement, engagement, and adoption efforts.
Provide onboarding assistance, on-demand training, and best practice guidance to empower customers to maximize the value of our platform.
Serve as an extension of the Support, Onboarding, and Product teams to provide customers high-quality assistance and solutions, and collaborate cross-functionally to ensure a cohesive customer experience.
Facilitate ongoing communications with customers to answer questions, provide updates, and ensure alignment with their GTM goals.
Monitor customer health metrics and address concerns flagged by Account Managers to support retention and prevent churn.
Identify opportunities for upsell and expansion within the customer base and work closely with the Sales team to execute on them.
Document and share customer feedback to help inform product development and improvement initiatives.
Stay informed on industry trends, best practices, and competitive landscape to continuously provide value-added insights to customers.