Associate Customer Success Manager

Mundi; Toronto; On-site; CAD 60,000 - 70,000; Full time

Job summary

AppDirect, including its PartnerStack subsidiary, is seeking a Customer Success Manager to own outcomes for a book of business, building strong relationships with customers to deliver value and drive retention and growth.

You’ll manage accounts, develop growth strategies, advocate for customers, and collaborate with cross-functional teams to ensure onboarding, renewals, and successful program adoption. Canada compensation bands are listed, with base CAD60k–CAD70k per year.

Qualifications

• 1-2 years experience in partnerships, customer success, customer experience or related roles
• 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

Job description

About AppDirect

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. 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.

About PartnerStack, an AppDirect Subsidiary

At PartnerStack, we’re passionate about software and the partnership space — and we’re not afraid to shake things up! Our mission is to change how the world sells software by creating partnerships that unlock growth. We’re an ecosystem platform with the world’s largest B2B partnerships network, with over 500+ companies using PartnerStack to generate and sustain revenue.
Transforming the industry requires the right people. We'd love to meet you if you’re interested in making partnerships and ecosystems a game-changer in the software industry! We’re a high-impact and cross-team collaboration culture, empowering our teams to achieve success together.

About you and this role

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.

What you’ll do

• 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

You’re a great candidate if…

• 1-2 years experience in partnerships, customer success, customer experience or related roles
• 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

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

At AppDirect, AI tools may assist our recruitment team with administrative automations — always under human oversight. AI tools do not make hiring decisions or solely automated decisions about your candidacy – all decisions are made by our people. By submitting your application, you acknowledge that your information may be processed in this way. You may request access or deletion at any time by contacting [e-mail].

The salary band listed below reflects the expected annual base salary or OTE (on-target earnings) for this role at AppDirect and may be subject to change.

Base salary or OTE is just one component of AppDirect’s total compensation package. In addition to base pay, regular employees may be eligible for performance-based bonuses and a full range of benefits.

Canada Compensation Band

$60,000 — $70,000 CAD

Échelle salariale au Canada

$55,000 — $65,000 CAD