Customer Success Manager (Premier Services)

Asymmetric Capital Partners; Toronto; In loco; CAD 80.000 - 99.000; Tempo pieno

Descrizione del lavoro

AppDirect's PartnerStack team is seeking a customer success professional to manage Premier Service accounts and drive strategic partnerships. You will be a strategic advisor, process architect, and product voice, overseeing a select book of customers and shaping how our services scale.

You thrive in ambiguity, move quickly, and influence product decisions. You will own account success, renewals, and expansion while collaborating with executives and cross-functional teams to deliver measurable

Competenze

• 4+ years in customer success, partnerships, or a client-facing role in SaaS.
• Ability to build or improve processes and show measurable results.
• Ability to turn metrics into a narrative that influences decisions.
• Comfort with ambiguity and moving fast when playbooks don exist.
• Strong communication skills for executives and product teams.
• Empathy for clients and ability to translate that into business outcomes.
• Familiarity with partner ecosystem space (affiliates, referral, resellers, co-sell).
• Desire to build scalable, repeatable processes and grow with the team.

Mansioni

• Own the full success of your assigned accounts, driving outcomes like program optimization, revenue generation, and ROI.
• Help shape the Full Service offering by identifying what works and creating scalable playbooks.
• Move quickly and confidently, often setting direction where needed.
• Wear multiple hats across strategy, execution, data analysis, and client communication.
• Develop deep understanding of each customer's business to anticipate needs and influence product decisions.
• Advocate for customers in product conversations and roadmaps across teams.
• Analyze engagement data and program performance to drive smarter decisions and mitigate risk.
• Establish regular cadences with stakeholders and deliver executive-level reviews focused on revenue growth.
• Ensure successful onboarding of new customers and drive time to value.
• Drive renewals and expansion by monitoring customer health and growth opportunities.

Conoscenze

Customer success

SaaS experience

Data-driven

Executive communication

Partnerships understanding

Descrizione del lavoro

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

PartnerStack is the leading partner ecosystem platform for B2B SaaS — purpose-built to help software companies find, activate, and scale partnerships as a primary growth channel. Through a two-sided marketplace, PartnerStack connects vendors with high-quality affiliate, referral, and reseller partners, while giving partners a single destination to discover and grow inside the programs worth their time. As part of the AppDirect family, PartnerStack sits at the center of how modern B2B companies go to market through partners — complementing AppDirect's subscription commerce infrastructure and Tackle's cloud marketplace capabilities to give customers a complete partner-led growth platform.

About You

This CSM role will help shape the future of our Premier Service offering as well as run all current Premier Service accounts. You will be a strategic advisor, a process architect, and a product voice all at once. You'll work with a select book of customers who need more than software. They need a partner who can roll up their sleeves, move fast, think creatively, and bring real partnership expertise to the table. In return, you'll have a meaningful seat at PartnerStack, influencing how our product evolves and how we scale this offering into a core part of how we go to market. This is the right role for you if you thrive in ambiguity, love building things that didn't exist before, and want your work to matter beyond your own book of business.

What you'll do and how you'll have an impact

• Own the full success of your assigned accounts, acting as a hands-on partner who drives real outcomes including program optimization, revenue generation, and measurable ROI
• Help shape the Full Service offering itself: identify what's working, what's missing, and build the processes and playbooks that make this scalable and repeatable for the team
• Move quickly and with confidence, even when direction is limited. You'll often be the one setting the direction
• Wear multiple hats across strategy, execution, data analysis, and client communication as the moment demands
• Build a deep understanding of each customer's business so you can anticipate their needs, surface the right insights, and influence how PartnerStack builds its product
• Serve as a strong, credible voice internally, advocating for your customers in product conversations, roadmap discussions, and across teams
• Analyze engagement data and program performance to drive smarter decisions and stay ahead of risk
• Establish regular cadences with stakeholders and deliver executive-level business reviews focused on revenue and partnership growth
• Ensure new customers onboard successfully and see fast time to value
• Drive renewals and expansion by staying close to customer health and identifying growth opportunities

What we're looking for

• You have 4+ years in customer success, partnerships, or a client-facing role in SaaS
• You've built or significantly improved a process from scratch and can point to the results
• You're data-driven and comfortable turning metrics into a narrative that influences decisions
• You move fast and stay calm when the playbook doesn't exist yet
• You're a strong communicator who can hold your own in a room with executives or a product team
• You put yourself in your clients' shoes naturally and bring that perspective back into the business
• You understand the partner ecosystem space (affiliates, referral, resellers, co-sell) and have genuine curiosity about how it's evolving
• You want more than a seat at the table. You want to help build the table

About AppDirect:

AppDirect is the only end-to-end commerce platform for selling, distributing, and managing cloud-based products and services to succeed in the digital economy. The AppDirect ecosystem connects channels, developers, and customers through its platform to simplify the digital supply chain by enabling the onboarding and sale of products with third-party services, for any channel, on any device, with support. Powering millions of cloud subscriptions worldwide, AppDirect helps organizations, including Jaguar Land Rover, Comcast, ADP, and Deutsche Telekom connect their customers to the solutions they need to reach their full potential in the digital economy.

We believe that the unique contributions of all AppDirectors is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

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: link: https://www.appdirect.com/about/privacy-notice

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.

$79,968 — $98,784 CAD