Senior Customer Success Manager

The role

You will manage and grow large customer accounts for the Firstbase business unit. You will act as an advocate for a portfolio of customers to help them achieve satisfaction with the Firstbase platform and service.

What you will do

• Work with the Onboarding Team to transition customers into healthy adoption.
• Establish consultative and trusted relationships with customers through regular meetings.
• Ensure customer expectations are exceeded consistently.
• Drive planning sessions to ensure customers leverage Firstbase to meet operational goals.
• Own and drive renewal discussions.
• Drive upsell opportunities in partnership with Account Executives to maximize retention.
• Conduct quarterly business reviews with key customers.
• Elicit customer feedback to act as an internal advocate to help improve NPS.
• Communicate regularly with customers to evaluate satisfaction and escalate concerns.
• Develop best practices and process strategies to share across the team.

Required qualifications

• 2 - 5 years of customer relationship management experience
• 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
• Enthusiastic individual who is a self-starter, strong in execution
• Equally hands-on in technology and can comfortably self-learn to become an expert in the platform

Nice to have

• preferably in SaaS

About the company

AppDirect offers a subscription commerce platform to sell any product through any channel, on any device. This position is for the Firstbase business unit, which provides infrastructure for remote and hybrid work.