Customer Success Manager

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.

This position is for the BuiltFirst business unit

Builtfirst is a partner marketplace platform. Any company can create a perk marketplace, integration marketplace, reseller marketplace, or service marketplace in minutes. We’re building the largest ecosystem of marketplaces that every B2B company can go-to-market through.

About you

The Customer Success Manager is responsible for establishing and maintaining a trusted advisor relationship with our customers that will result in overall customer satisfaction, product adoption, and retention. The Customer Success Manager partners with our customers post-sales to drive best practice adoption and use of our platform to achieve maximum value of its implementation. The anticipated outcomes include supporting customers to achieve their success performance goals, identifying revenue expansion opportunities, increasing customer satisfaction and overall customer health scores.

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

• Manage customer accounts and onboarding by facilitating demo calls, implementation calls, and setting launch dates to ensure a seamless transition and positive experience.
• Create and update onboarding materials including guides, manuals, and presentation decks to ensure consistent and clear communication with customers.
• Maintain and update HubSpot to capture vital customer data, ensuring accurate tracking of key metrics and smooth account management.
• Develop strategies to improve monetization and reduce churn, with a focus on high-needs customers to maximize long-term value and customer retention.
• Proactively manage renewal and churn risks by initiating outreach 90 days before contract renewal and conducting quarterly check-ins to address potential issues early.
• Oversee contract management using DocuSign, ensuring contracts are executed accurately and efficiently, while managing churn-related processes.

What we’re looking for

• Minimum 3-5 years of experience in a client facing role.
• Experience working with marketplaces, e-commerce platforms, or early-stage startups is a plus.
• Strong understanding of CRM systems (Hubspot experience preferred).
• Excellent organizational and communication skills.
• Ability to manage multiple tasks simultaneously and prioritize effectively.
• Proficient in Google Suite and comfortable with basic technical configurations (Zapier, Webhooks).
• A keen eye for detail and a commitment to accuracy.

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.

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

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