Senior Customer Success Leader — Remote & Growth

AppDirect

Montreal

Remote

CAD 65,000 - 90,000

Full time

2 days ago

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Job summary

AppDirect’s Firstbase team is seeking a Customer Success Manager to own and grow a portfolio of large accounts on a global scale. You will partner with onboarding and support teams to drive adoption, manage renewals, and uncover upsell opportunities while ensuring high customer satisfaction.

You will work with distributed teams across the US and Europe, leveraging CRM tools to monitor health metrics, respond to inquiries, and advocate for customers internally to drive product improvements and

Qualifications

2-5 years of customer relationship management experience, preferably in SaaS.
Proven ability to manage, retain and grow revenue across a broad book of accounts.
Strong communication and relationship-building skills.
Comfort with CRM/CS tools and data-driven decision making.
Self-starter, highly organized and able to work with distributed teams.

Responsibilities

Onboard new customers and transition them to healthy adoption with the onboarding team.
Establish consultative relationships and maintain regular cadence of meetings with customers.
Drive renewal discussions and coordinate with Account Executives on upsell opportunities.
Conduct quarterly business reviews with key customers to address challenges and plan ahead.
Act as internal advocate by gathering customer feedback to improve the product and NPS.