Premier 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.

About Tackle, an AppDirect Subsidiary 

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.

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.

About You

We are seeking a Premier Customer Success Manager (PCSM) that is dedicated to driving continued and measurable value for the customers we serve through a single mission: to empower our customers with the knowledge, strategies, and unwavering support they need to revolutionize their journey to the cloud. Premier CSMs help Customers sell through Amazon, Microsoft, and Google by providing strategic guidance and consulting around co-selling, marketplace, data-based prospecting and how to best leverage Tackle technology to achieve their goals.

On the PCSM Services team, we operate an engagement model that gives our customers the blueprint and guidance they need to drive their transformational journey to unparalleled success in the cloud. This role will include all responsibilities and activities a PCSM is responsible for delivering on for a set of named accounts and will report to the Director of Success Management.

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

• Establish and maintain strong customer relationships with Executive-level Alliance, Sales, and Operations leaders. Partner and collaborate with the internal account teams to provide strategic oversight and ownership
• Collaborate closely with our customers (Independent Software Vendors) to understand their unique business goals and challenges in the cloud marketplace; Use that understanding to drive business outcomes that help mitigate risks to their Cloud GTM and revenue success.
• Evangelize Tackle’s Cloud GTM philosophy and expertise through coaching and training sessions with clients to enhance understanding of cloud marketplace landscapes, best practices, and optimization of their GTM strategy for specific cloud environments.
• Help our customers understand their maturity and preparedness as it relates to Cloud GTM; Conduct in-depth market research to identify opportunities, threats, and competitive landscapes within the cloud marketplace and their Total Addressable Market.
• Establish recurring Executive Business Reviews focused on helping our customers meet their Cloud GTM goals and KPIs across Selling and Co-Selling with their cloud partners.
• Act as the voice of our customer by strategically sharing feedback across our Product, Engineering, and internal teams that lead to enhancements to drive customer satisfaction and retention.
• Refine and share standard operating procedures, product tips and other information critical to enabling internal and external Tackle stakeholders.
• Become an expert in how transactions are offered, booked and fulfilled on Cloud Marketplaces and keep up to date with the ephemeral changes of the marketplace.

What we’re looking for

• 4+ years of Customer Success Management experience, Alliance Management or Sales Operations Consulting related experience within a Cloud Marketplace Ecosystem
  • Skills in managing AWS, Microsoft Azure or Google Cloud Marketplace related partnership programs preferred
• Proven track record of increasing satisfaction, adoption, and retention of a technology platform and/or facilitating and supporting the sales process
• Technologically adept and business intelligence acumen-focused, with outstanding communication (written and oral), negotiation, and presentation skills to internal and external stakeholders 
• Experience with Salesforce and Tableau.  Google Office Suite and Confluence experience is a bonus
• Creative problem solver with an analytical mindset who can interpret and leverage data around decisions, and challenge the status quo
• Ability to work individually and remotely while collaborating within a team environment synchronously and asynchronously to achieve your goals
• Demonstrated comfortability amid the ambiguous, and oftentimes demanding pace, of a hyper-growth SaaS company
• Management of reseller and distributor channel relationships is a plus

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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