Customer Success Manager - Premium Service

About this role

<p style="text-align: justify;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>About AppDirect</strong></span></p> <p style="text-align: justify;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">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.</span></p> <p style="text-align: justify;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>About PartnerStack, </strong><strong>an AppDirect Subsidiary</strong></span></p> <p style="text-align: justify;"><span style="font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif;">At PartnerStack, we’re passionate about software and the partnership space — and we’re not afraid to shake things up! </span><span style="font-family: arial, helvetica, sans-serif;">Our mission is to change how the world sells software by creating partnerships that unlock growth. We’re an ecosystem platform with the world’s largest B2B partnerships network, with over 500+ companies using PartnerStack to generate and sustain revenue.</span></span><br><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Transforming the industry requires the right people. We'd love to meet you if you’re interested in making partnerships and ecosystems a game-changer in the software industry! We’re a high-impact and cross-team collaboration culture, empowering our teams to achieve success together. </span></p> <p style="text-align: justify;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>About you </strong></span></p> <p style="text-align: justify;"><span style="font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif;">You're a detail-oriented, service-minded professional who takes initiative and dives into tasks without waiting to be asked. You communicate clearly and confidently over Slack, email, and video calls, keeping cross-functional teammates aligned across time zones. You're comfortable working in Google Workspace (Docs, Sheets, Slides) and can organize and present data in a way that tells a clear story. You have a foundational understanding of customer or client service principles—you know what urgency feels like and how to respond to it professionally. You adapt quickly when priorities shift and you stay focused without losing momentum. You're eager to learn proprietary tools and are open to leveraging AI-assisted workflows to surface insights faster.</span></span></p> <h2 style="text-align: justify;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>What you'll do and how you'll have an impact</strong></span></h2> <ul> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Support a senior Customer Success Manager on a premier-tier client portfolio by handling day-to-day operational tasks, freeing the lead CSM to focus on strategic client relationships.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Manage a shared inbox, triage incoming requests, and ensure nothing slips through the cracks for large enterprise software accounts.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Pull, organize, and format data reports from our proprietary CRM tool and Google Sheets for delivery to the senior CSM and, where appropriate, to clients.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Conduct partner and publisher outreach—researching and recruiting new partners both within and outside our network to help grow client programs.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Help build the team's foundational playbooks: reporting templates, outreach trackers, and client metric dashboards.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Collaborate daily with the senior CSM and coordinate periodically with the Network Success Manager to align on priorities and execution.</span></li> </ul> <p style="text-align: justify;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>What we're looking for</strong></span></p> <ul> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Experience in a customer service, client support, or account coordination role—ideally in software, SaaS, telecom, or a digital/online industry.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Proficiency in Google Workspace (Docs, Sheets, Slides) and/or Microsoft Office; ability to organize and present data without requiring basic tool training.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Comfort working with…