Customer Success Manager

<p><strong>About AppDirect</strong></p> <p>Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world.&nbsp; AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service.&nbsp; We power millions of subscriptions worldwide for organizations.&nbsp; We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work.</p> <p><strong>About Tackle, an AppDirect subsidiary</strong></p> <p>Tackle, a business unit of AppDirect, is the leading solution built to help software companies generate revenue through data-driven Cloud go-to-market (Cloud GTM). Our platform and team help customers identify the right buyers, grow cloud co-sell relationships, and transact efficiently at scale through AWS, Google Cloud, and Microsoft.</p> <p>Tackle serves more than 500 software companies—including CrowdStrike, HashiCorp, New Relic, and Snyk—from high-growth startups to the largest software companies in the world.</p> <p><span style="color: #0d0d0d;"><strong>About You</strong></span></p> <p><span style="color: #0d0d0d;">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.</span></p> <p><strong>What you’ll do and how you’ll have an impact</strong></p> <ul> <li style="color: #0d0d0d !important;"> <p><span style="color: #0d0d0d;">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.</span></p> </li> <li style="color: #0d0d0d !important;"> <p><span style="color: #0d0d0d;">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.</span></p> </li> <li style="color: #0d0d0d !important;"> <p><span style="color: #0d0d0d;">Support the development of, and execution of scalable success programs to drive one-to-many enablement, engagement, and adoption efforts.</span></p> </li> <li style="color: #0d0d0d !important;"> <p><span style="color: #0d0d0d;">Provide onboarding assistance, on-demand training, and best practice guidance to empower customers to maximize the value of our platform.</span></p> </li> <li style="color: #0d0d0d !important;"> <p><span style="color: #0d0d0d;">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.</span></p> </li> <li style="color: #0d0d0d !important;"> <p><span style="color: #0d0d0d;">Facilitate ongoing communications with customers to answer questions, provide updates, and ensure alignment with their GTM goals.&nbsp;</span></p> </li> <li style="color: #0d0d0d !important;"> <p><span style="color: #0d0d0d;">Monitor customer health metrics and address concerns flagged by Account Managers to support retention and prevent churn.&nbsp;</span></p> </li> <li style="color: #0d0d0d !important;"> <p><span style="color: #0d0d0d;">Identify opportunities for upsell and expansion within the customer base and work closely with the Sales team to execute on them.</span></p> </li> <li style="color: #0d0d0d !important;"> <p><span style="color: #0d0d0d;">Document and share customer feedback to help inform product development and improvement initiatives.</span></p> </li> <li style="color: #0d0d0d !important;"> <p><span style="color: #0d0d0d;">Stay informed on industry trends, best practices, and competitive landscape to continuously provide value-added insights to customers.</span></p> </li> </ul> <p><strong>What we’re looking for</strong></p> <ul> <li style="color: #0d0d0d !important;"> <p><span style="color: #0d0d0d;">3+ years of experience in customer success, account management, or a related customer-facing role, preferably in the SaaS or cloud industry.</span></p> </li> <li style="color: #0d0d0d !important;"> <p><span style="color: #0d0d0d;">Proven track record of managing a portfolio of customers and driving successful outcomes.</span></p> </li> <li style="color: #0d0d0d !important;"> <p><span style="color: #0d0d0d;">Strong understanding of cloud technologies, GTM strategies, and digital marketing concepts.</span></p> </li> <li style="color: #0d0d0d !important;"> <p><span style="color: #0d0d0d;">Excellent communication, presentation, and interpersonal skills.</span></p> </li> <li style="color: #0d0d0d !important;"> <p><span style="color: #0d0d0d;">Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.</span></p> </li> <li style="color: #0d0d0d !important;"> <p><span style="color: #0d0d0d;">Analytical mindset with the ability to interpret data and derive actionable insights.</span></p> </li> <li style="color: #0d0d0d !important;"> <p><span style="color: #0d0d0d;">Experience working with CRM platforms (e.g., Salesforce) and customer success tools (e.g., Gainsight, Churnzero, Catalyst) is a plus.</span></p> </li> </ul> <p><em>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.</em></p> <p><em>At AppDirect we take privacy very seriously. For more information about our</em><em> </em><em>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:</em><a href="https://www.appdirect.com/about/candidate-privacy-notice"><em> </em></a><em><a href="https://www.appdirect.com/about/privacy-notice">https://www.appdirect.com/about/privacy-notice</a></em></p> <p>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 privacy@appdirect.com.</p> <p>#LI-Hybrid</p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p class="p1">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.</p> <p class="p1">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.&nbsp;</p></div><div class="title">Illinois Compensation Band</div><div class="pay-range"><span>$65,000</span><span class="divider">&mdash;</span><span>$85,000 USD</span></div></div></div>