AppDirect is hiring a Customer Success Manager to manage and grow our largest customer accounts within the Firstbase business unit. You will act as the primary advocate for a portfolio of accounts, driving high satisfaction and uncovering opportunities for expansion.
What You'll Do
- Partner with the Onboarding Team to transition customers into a state of healthy adoption and consistent support.
- Establish consultative, trusted relationships with customers through regular meeting cadences and timely responses.
- Consistently work to exceed customer expectations.
- Drive planning sessions to help customers fully leverage Firstbase to meet their operational goals.
- Own and drive renewal discussions and partner with Account Executives to identify and close upsell opportunities.
- Conduct quarterly business reviews with key customers to address challenges and plan proactively.
- Elicit customer feedback on the product to act as an internal advocate and improve Net Promoter Score (NPS).
- Communicate regularly with customers to evaluate satisfaction and escalate concerns as needed.
- Develop and share best practices and process strategies across the team.
What We're Looking For
- 2-5 years of customer relationship management experience, preferably in a SaaS environment.
- A proven track record of successfully managing, retaining, and growing revenue across a broad book of customer accounts.
- Superior customer service and relationship-building skills.
- Strong analytical and problem-solving abilities.
- Experience working with CRM and/or Customer Success tools (e.g., HubSpot, Salesforce).
- Leadership in developing and delivering world-class customer presentations, such as Quarterly Business Reviews.
- Ability to thrive in a fast-paced, dynamic environment.
- A die-hard drive to make customers successful.
- A BA/BS degree or similar university-level education; in lieu of a degree, relevant skills or equivalent experience.
- Flexibility to work with a distributed team across the US and Europe.
- Self-starter mentality with strong execution skills.
- Comfort self-learning to become an expert in the platform.
- Motivated by the velocity and ambiguity of an early-stage startup.
- Passionate about AppDirect/Firstbase’s mission and the future of work.
Team & Environment
You will be part of the Customer Success team responsible for our largest customer accounts, collaborating with a distributed team.
Benefits & Compensation
- Salary range: $105,000 - $130,200 USD.
Work Mode
This is a hybrid role based in Chicago, United States.
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.
