Senior Customer Success Manager

AppDirect; Montreal; Remote; CAD 65,000 - 90,000; Full time

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.

Skills

CRM expertise

SaaS experience

Customer relations

Analytical skills

Problem solving

Education

BA/BS degree

Tools

HubSpot

Salesforce

Job description

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.

This position is for the Firstbase business unit

Remote work is the biggest workplace revolution in history. Nothing will deliver a higher quality of life upgrade in the next decade. The biggest challenge is in providing the infrastructure that makes going remote easy for companies and Firstbase is delivering this core infrastructure that makes remote and hybrid work possible and sustainable for companies around the world.

Today, we serve both workers and businesses by doing two things: we give businesses the ability to instantly support remote workers with all the physical goods they need to do great work (from computers to furniture to company swag & perks), and we give workers the ability to pick and choose what they need for their unique circumstances, then return it when they leave.

About You

Our Customer Success team are responsible for managing and growing our largest customer accounts. As a CSM you will act as an advocate for a portfolio of customer accounts and are committed to helping them achieve a high level of satisfaction of the Firstbase platform and service in overcoming their employee onboarding and offboarding challenges, and working closely to identify further untapped growth potential within our account base.

You have experience of dealing with large numbers of customers, are organized, motivated and a great problem solver. You excel in building relationships both with Customers and internal stakeholders to get things done.

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

• Client Onboarding :Work closely with our Onboarding Team to actively transition a customer into healthy adoption and consistent support process;
• Establish consultative and trusted relationships with customers maintaining regular cadence of meetings and timely response to customer queries;
• Ensure customer expectations are exceeded consistently;
• Drive planning sessions to ensure customer is able to fully leverage Firstbase to meet their operational goals;
• Own and drive renewal discussions and in partnership with our Account Executives drive upsell opportunities within Firstbase's existing customer base and your assigned customer portfolio to maximize retention rates;
• Conduct quarterly business reviews with key customers to address key challenges and proactively plan upcoming events;
• Elicit customer feedback on product to then act as internal advocate for our customers internally to help improve NPS;
• Communicate regularly with the customer to evaluate satisfaction and escape any areas of concern;
• Develop best practices and process strategies that can be shared across the team.

What we're looking for

• 2 - 5 years of customer relationship management experience, preferably in SaaS;
• Track record of success in managing, retaining and growing revenue across a broad book of customer accounts;
• Superior customer service and relationship skills;
• Strong analytical and problem-solving skills;
• Experience working with CRM and/or CS tools (e.g. HubSpot; Salesforce);
• Leadership in developing world class customer presentations/QBR leadership;
• Ability to thrive in a fast-paced, dynamic environment;
• Die hard drive to make customers successful;
• BA/BS degree or similar university level education; in lieu of degree, relevant skills or equivalent experience;
• Flexible to work with a distributed team across the US and Europe;
• You're an enthusiastic individual who is a self-starter, strong in execution;
• You are equally hands-on in technology and can comfortably self-learn to become an expert in the platform;
• You're motivated by the velocity and ambiguity of an early-stage startup, and you're eager to contribute to help us constantly improve as we grow;
• You are passionate about AppDirect/Firstbase's mission and the future of work.

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, 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.