Customer Success Manager - Premium Service

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 cultureone that enables you to Be Seen, Be Yourself, and Do Your Best Work.

About PartnerStack, an AppDirect Subsidiary

At PartnerStack, were passionate about software and the partnership space and were not afraid to shake things up! Our mission is to change how the world sells software by creating partnerships that unlock growth. Were an ecosystem platform with the worlds largest B2B partnerships network, with over 500+ companies using PartnerStack to generate and sustain revenue.
Transforming the industry requires the right people. We'd love to meet you if youre interested in making partnerships and ecosystems a game-changer in the software industry! Were a high-impact and cross-team collaboration culture, empowering our teams to achieve success together.

About you

You're a detail-oriented, service-minded professional who takes initiative and dives into tasks without waiting to be asked. You communicate clearly and confidently over Slack, email, and video calls, keeping cross-functional teammates aligned across time zones. You're comfortable working in Google Workspace (Docs, Sheets, Slides) and can organize and present data in a way that tells a clear story. You have a foundational understanding of customer or client service principlesyou know what urgency feels like and how to respond to it professionally. You adapt quickly when priorities shift and you stay focused without losing momentum. You're eager to learn proprietary tools and are open to leveraging AI-assisted workflows to surface insights faster.

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

• Support a senior Customer Success Manager on a premier-tier client portfolio by handling day-to-day operational tasks, freeing the lead CSM to focus on strategic client relationships.
• Manage a shared inbox, triage incoming requests, and ensure nothing slips through the cracks for large enterprise software accounts.
• Pull, organize, and format data reports from our proprietary CRM tool and Google Sheets for delivery to the senior CSM and, where appropriate, to clients.
• Conduct partner and publisher outreachresearching and recruiting new partners both within and outside our network to help grow client programs.
• Help build the team's foundational playbooks: reporting templates, outreach trackers, and client metric dashboards.
• Collaborate daily with the senior CSM and coordinate periodically with the Network Success Manager to align on priorities and execution.

What we're looking for

• Experience in a customer service, client support, or account coordination roleideally in software, SaaS, telecom, or a digital/online industry.
• Proficiency in Google Workspace (Docs, Sheets, Slides) and/or Microsoft Office; ability to organize and present data without requiring basic tool training.
• Comfort working with CRM or admin tools and a willingness to learn proprietary platforms quickly.
• Familiarity with data analysis or reportingable to read a dataset, spot patterns, and summarize findings clearly.
• Familiarity with AI tools or prompt-based workflows is an asset, as our proprietary platform integrates with AI to support data pulls.
• Proactiveness: this role operates in a fast-moving environment where client priorities shift week to weekyou'll need to act on available information and self-direct your day without waiting for step-by-step guidance.
• Adaptability: because client strategies can change on short notice, the ability to reprioritize quickly keeps the team responsive and reliable for our largest accounts.

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 ouruse 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, 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.

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