Senior Customer Success Manager, PartnerStack
+ Employee Stock Option Plan
More information about location
Partner relationship management platform
Be an early applicant
Partner relationship management platform
201-500 employees
Be an early applicant
+ Employee Stock Option Plan
More information about location
201-500 employees
Company mission
To change the way companies reach customers through channel sales.
Role
Who you are
- 3+ years experience in partnerships, affiliate marketing, 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
What the job involves
- Customer Success Managers 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.
- 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
- 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
Our take
The benefits of having a partner program are huge - from the increased sales growth to reaching new markets, all the while keeping costs low. At the time PartnerStack was launched, there were no Partner Relationship Management (PRM) platforms offering to pay out partners, automate emails, track more than one conversion per customer, or run more than a single partner program.
PartnerStack was built as a partnerships platform aimed at supporting B2B SaaS companies in building and scaling their partner channels. As the only PRM platform built specifically for this market segment it has proven to be popular and their client list includes Vimeo, DoorDash and Freshworks, to name a few.
Despite an impressive level of investment funding, PartnerStack has struggled somewhat with the high level of market turmoil across 2022 and 2023 which particularly hit the SaaS companies which are the market for its platform. After making substantial cuts to its workforce it is now better aligned for current market conditions and is well positioned to resume its growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-24% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
May 2021
$29m
SERIES B
May 2019
$7.2m
SERIES A
Total funding: $38.4m
Company benefits
- Flexible working hours (in coordination with your team)
- High-quality health insurance, active from your first day
- MacBook shipped to you + budget for your peripherals of choice
- Regular social events, even while working remote
- Internal job postings and opportunities for promotion
Company values
- Action over aspiration
- Think like an owner
- Learn relentlessly
- Accountability in solutions
- Strength from vulnerability
Company HQ
Entertainment District, Toronto, ON
Articles
Leadership
Bryn Jones
(Co-Founder & CEO)Was National Team Athlete of Canada for the swimming category. Also co-founded Pod in 2013.
Neil Chudleigh
(Co-Founder & CTO)Has experience in Raw Data Imaging and as a QA Analyst and was a co-founder & CTO for Yunite.
Luke Swanek
(Co-Founder)With experience in Business and Economic Development, was also co-founder of Pod.
Margaret Jones
(CFO & COO)Formerly a Senior Consultant, Co-Founder and a VP of Finance for 7thonline and has experience as a Finance & Business Advisor for Inner Analytics.
Jonathan Mendes
(Co-Founder)Has experience in web designing and was Lead Designer at Pod.
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