About you and this role

Customer Success Managers (CSMs) own the outcome of customer success for a book of business/set of accounts. They form a direct relationship and partnership with customers to uncover and create a shared vision of what success means to a given customer. They then provide them with timely value propositions and actions to deliver on that value. They build strategies for their accounts to retain and grow them while contributing to company profits. CSMs develop a vision and a strategy for each of their accounts to provide customers with a voice and guidance to facilitate the achievement of the customer’s business objectives, partnership creation and revenue generation..

Customer Success Managers have a unique opportunity to influence PartnerStack customer base and can be a promoter for PartnerStack as well as an advocate for customer needs or gaps in experience. CSMs are essential to a company’s financial growth as they are responsible for growing and transforming customer relationships.

For PartnerStack that means owning specific Vendor accounts and Vendor Revenue growth and the Vendor’s relationship with Partners - driving revenue through subscription renewal, rewards and TFR growth.

Primary Focus Areas:

• Be the Voice of the Vendor - talk with Vendors to understand Voice of their Vendor (VoV) assess and prioritize feedback
• Build Relationships - develop and manage strategies for Vendor growth and retention, focusing on loyalty and the creation of long term relationships with PartnerStack
• Build Partnerships - develop and manage the Vendor’s partnerships and programs on the PartnerStack Network, moving non marketplace partners into the marketplace and working with the Network Success Team to expand on the Vendor’s partnerships and programs
• Drive Shared Success - drive Vendor and PartnerStack revenue
• Advocate for PartnerStack - CSMs have the opportunity to represent the PartnerStack vision, focus, and path to success by building a deep understanding of the business and representing that with the senior relationships within their book of business

What you’ll do

• Manage the success of their assigned accounts, ensuring customers get fast time to value and realize value in outcomes including - optimized and expanded programs, revenue generation and clear return on investment
• Develop strategies for their customer growth and retention
• Educate and advocate for how PartnerStack can solve their needs
• Establish regular connection and communication - weekly/bi weekly check ins with key stakeholders, and quarterly business review with executive leadership focused on revenue generations and customer objectives for using PartnerStack
• Review customer feedback and prioritize feature requests
• Analyze data and metrics around customer engagement and growth
• Ensure onboarding of new customers leads to success and active programs
• Drive renewals and expansion
• Foster relationship between their customers and the PartnerStack support team for technical issues, minor product problems or requests, training, and basic business questions

You’re a great candidate if…

• 3+ years experience in partnerships, customer success, customer experience or related roles
• Understands SaaS business and has an interest in keeping up with the industry
• Enjoys building relationships and cultivating positive client experiences
• Focuses on new and effective ways to provide value to the client
• Approaches problems with a creative mindset and is solution oriented
• Thrives in a fast paced environment and is able to learn on the job

Top Skills:
Relationship Management, Effective Communication, Growth Mindset, Industry Knowledge, Change Management, Cross Sell/Up Sell, Problem Solving, Managing Expectations, Empathy, Active Listening, Strategic Planning, Time Management, Data Analysis, Persuasiveness, Project Management, Creative Thinking