Montreal •Chicago
Remote
Mid Level
Full Time
6 days ago
Customer Success ManagerSaaSCloudMid-levelHybrid
Requirements
- •3+ years of experience in customer success, account management, or related customer-facing role, preferably in SaaS or cloud industry
- •Proven track record of managing a portfolio of customers and driving successful outcomes
- •Strong understanding of cloud technologies, GTM strategies, and digital marketing concepts
- •Excellent communication, presentation, and interpersonal skills
- •Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities
- •Analytical mindset with ability to interpret data and derive actionable insights
What You'll Do
- •Serve as a responsive resource for a diverse portfolio of customers leveraging the platform to maximize and scale their cloud GTM success
- •Collaborate closely with Account Manager to address retention risk and enhance customer satisfaction
- •Support development and execution of scalable success programs for one-to-many enablement, engagement, and adoption
- •Provide onboarding assistance, on-demand training, and best practice guidance
- •Serve as an extension of Support, Onboarding, and Product teams to provide high-quality assistance and solutions
- •Facilitate ongoing communications with customers to answer questions and provide updates
- •Monitor customer health metrics and address concerns to support retention and prevent churn
- •Identify opportunities for upsell and expansion and work with Sales team to execute
- •Document and share customer feedback to inform product development
- •Stay informed on industry trends, best practices, and competitive landscape to provide value-added insights
Nice to Have
- •Experience working with CRM platforms (e.g., Salesforce) and customer success tools (e.g., Gainsight, Churnzero, Catalyst)
About AppDirect
AppDirect is a cloud-based software company that provides a platform for businesses to sell and manage their software subscriptions.
New York, NY, US
1000 - 5000
eCommerce