Premier Customer Success Manager

Chicago, IL, US

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 verbal), 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

#LI-Hybrid
#LI-KE1

The salary band listed below reflects the expected annual base salary or OTE (on-target earnings) for this role at AppDirect and may be subject to change.

Base salary or OTE is just one component of AppDirect’s total compensation package. In addition to base pay, regular employees may be eligible for performance-based bonuses and a full range of benefits. 

Illinois Compensation Band

$110,000 - $130,000 USD

Create a Job Alert

Interested in building your career at AppDirect? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Select...

Our office is located at 8550 W Bryn Mawr Ave, Chicago, IL 60631, United States. 

If selected, this address will be used for equipment shipping. Relocation will not be offered for this role. 

Select...

Provide 1-3 sentences. 

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in AppDirect’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.