---
title: 'Customer Success Manager at AppDirect'
canonical: 'https://feeny.ai/job/customer-success-manager-appdirect-montreal-rm75gfbg1rgr'
type: 'job'
last_seen: '2026-09-16'
---

# Customer Success Manager at AppDirect

- **Company:** AppDirect
- **Location:** Montréal, Canada
- **Compensation:** $92k–$121k
- **Posted:** 2026-08-21
- **Last confirmed live:** 2026-09-16
- **Apply:** https://job-boards.greenhouse.io/appdirect/jobs/8737473002

## Job description

Pour la version française de cette description de poste, veuillez consulter le lien suivant / For the French version of this job description, please refer to the following link:

- https://job-boards.greenhouse.io/appdirect/jobs/8737478002

## 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 You

[Devs.AI](http://devs.ai) is AppDirect's most strategic initiative, focused on building the next generation of AI-driven enterprise tools and you'll be our first dedicated Customer Success Manager, but you won't be building everything from scratch. AppDirect already has a mature support infrastructure (Zendesk), internal support staff across Tier 1/2/3, and established SLAs. Your job is to leverage all of that for Devs.ai while owning the customer success function end-to-end. Your primary focus will be managing our largest, most strategic accounts: being their trusted partner, driving adoption, ensuring they get massive value from the platform, and expanding the relationship over time. You'll also oversee the support experience for Devs.ai customers, coordinating with internal AppDirect support teams and jumping in on tickets yourself when needed. This is a player-coach, swiss-army-knife role. One hour you're on a QBR with a key account, the next you're refining an SLA for Devs.ai, the next you're triaging a support ticket in Zendesk.

What you'll do and how you'll have an impact

- Own the full post-sale lifecycle for strategic accounts: onboarding, adoption, renewal, and expansion
- Be the primary relationship holder for our largest customers, running QBRs, executive check-ins, and success plans
- Drive net revenue retention through upsells, cross-sells, and deep product adoption
- Oversee the Devs.ai support experience by coordinating with AppDirect's existing Tier 1/2/3 support teams
- Refine and enforce SLAs specifically for Devs.ai customers, adapting AppDirect's existing framework
- Work out of the existing Zendesk instance, triaging, escalating, and picking up tickets yourself when needed
- Partner with AppDirect's existing support leadership to ensure Devs.ai customers get the right level of attention
- Build and maintain customer health scoring to proactively identify churn risk and expansion opportunities
- Create and maintain a Devs.ai-specific knowledge base and help center content
- Implement CSAT/NPS measurement and use it to drive continuous improvement
- Own in-product feedback collection and be the voice of the customer to the product team
- Be the bridge between customers and our product/engineering team, translating feedback into actionable insights

## What we're looking for

- 4-7 years in customer success, account management, or support leadership, ideally at a B2B SaaS company
- You've worked in a startup or early-stage environment and thrived in ambiguity
- Experience managing strategic/enterprise accounts with high-touch engagement
- Comfortable working in Zendesk and familiar with support operations
- You've partnered with existing support organizations before, and you know how to coordinate across teams you don't directly manage
- Strong instincts for identifying churn risk early and turning detractors into advocates
- Technical aptitude: comfortable with APIs, AI/ML concepts, and developer-facing products
- Data-driven: you use metrics to prioritize, not just gut feel
- AI-fluent: you use AI tools to draft responses, analyze customer data, build help documentation, and automate repetitive workflows. It's part of how you operate, not an afterthought
- Excellent communicator who can work with executives and engineers alike

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/candidate-privacy-noticehttps://www.appdirect.com/about/privacy-notice

At AppDirect, AI tools may assist our recruitment team with administrative automations — always under human oversight. AI tools do not make hiring decisions or solely automated decisions about your candidacy – all decisions are made by our people. By submitting your application, you acknowledge that your information may be processed in this way. You may request access or deletion at any time by contacting privacy@appdirect.com. 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.

Canada Compensation Band $92,000—$121,000 CAD

L'échelle salariale indiquée ci-dessous correspond au salaire de base annuel prévu ou à la rémunération cible (OTE) pour ce poste chez AppDirect et est susceptible d'être modifiée.

Le salaire de base ou la rémunération cible (OTE) ne constitue qu'une composante du package de rémunération global proposé par AppDirect. Outre le salaire de base, les employés permanents peuvent prétendre à des primes liées à la performance et à une gamme complète d'avantages sociaux.  Fourchette

Échelle salariale au Canada $92,000—$121,000 CAD

## About AppDirect

## Company Overview
- **One-liner**: AppDirect is a B2B subscription commerce platform that enables businesses to buy, sell, and manage recurring technology services through a unified ecosystem.
- **Entity Type**: Private (Venture-backed)
- **Headquarters**: San Francisco, California, United States
- **Founded**: 2009
- **Founders**: Nicolas Desmarais (Chairman & CEO), Daniel Saks

## Core Business
- **Primary industry/industries**: B2B Subscription Commerce, Marketplace Development Platforms, Cloud Services Distribution, IT Services and Consulting
- **Target customers**: B2B – Technology providers (ISVs, telcos), advisors (resellers, MSPs), and businesses (SMB to Enterprise) looking to launch or participate in subscription marketplaces.
- **Mission or purpose statement**: To make technology universally accessible so that anyone can thrive in the digital economy.

## Products & Services
- **AppDirect Platform (Subscription Commerce Platform)**: A unified SaaS platform for selling, buying, and managing recurring technology services. It powers white-labeled marketplaces, automates sales and procurement, and handles monetization (billing, referrals, reseller networks).
- **AppDirect Catalog**: An industry-leading catalog of thousands of cloud products from trusted brands, spanning Software (collaboration, IT management, security), Connectivity (UCaaS, CCaaS, internet, voice, network), Infrastructure (AWS, GCP, Azure, IBM, colocation, SD-WAN), and Energy (electricity, natural gas).
- **Monetization Capabilities**: Tools for self-service billing, referral programs, reseller network management, and partner ecosystem scaling.
- **Procurement Marketplace**: An internal IT marketplace for businesses to find, buy, and manage all their technology services from a single location, including SaaS spend management and subscription management.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed (Private company)
- **Key Metric**: Total Funding of **$754.5M** across 10 funding rounds (per LinkedIn). Estimated Annual Revenue of **$281.0M** (per LinkedIn).
- **Notable Investors/Partners**: Partners with 300+ software companies (including AWS, GCP, Azure, IBM). Acquired Tackle.io (for B2B subscription monetization) and Broker Online Exchange (for energy) in 2024-2025.
- **Growth Signals**: Headcount of 764 employees (+6.5% YoY), operates in 17 countries, serves 1,000+ providers, 14,000+ advisors, and 16 million subscribers. Named a 2024 Forrester Wave Leader in Marketplace Development Platforms. Active job postings up +239.1% year-over-year.

## Competitive Advantages
- **Ecosystem Scale**: A massive two-sided network effect connecting technology providers, advisors, and end-businesses, creating a "one-stop-shop" for recurring services.
- **Platform Depth**: End-to-end capabilities covering marketplace launch, catalog management, sales automation, billing, and procurement – reducing complexity for clients.
- **Industry Recognition**: Named a Leader in The Forrester Wave™: Marketplace Development Platforms, validating its market position and technology.
- **Strategic Acquisitions**: Acquisitions like Tackle.io and Broker Online Exchange demonstrate aggressive expansion into adjacent high-growth areas (cloud monetization and energy).

## Strategic Focus
- **Convergence in B2B Subscription Monetization**: Integrating capabilities from acquisitions (Tackle.io) to unify the partner ecosystem and streamline how software is sold and bought.
- **Expanding into Energy & Connectivity**: Capitalizing on rising energy demand and the need for unified communication services, moving beyond traditional software.
- **Global Scale & Platform Modernization**: Continuing to grow its global footprint (17 countries) and enhance the platform's ability to handle complex, multi-product subscriptions for large enterprises and telcos.

## Why Work Here
- **Culture & Values**: A values-driven company ("Be Seen. Be Yourself. Do Your Best Work") with a strong emphasis on employee engagement (81% proud to work at AppDirect, 95% participation in annual engagement survey). Core values include Humility, Ownership, and Intensity.
- **Growth & Development**: High investment in Learning & Development (89% positive rating). Employees report freedom to grow personally and professionally. "Peak Performance" program supports physical and mental well-being.
- **Global & Hybrid**: Operates in 17 countries with a mix of office-based and remote employees. Offices include San Francisco (HQ), Montreal, Chicago, Atlanta, Westlake, Pune, Hyderabad, Calgary, Kirkland, Trois-Rivières, Munich, Bucharest, and Buenos Aires.
- **Impact & Scale**: Opportunity to work on a platform serving 16 million subscribers and 1,000+ providers, with a clear mission of democratizing access to technology.
- **Diversity & Inclusion**: Explicit commitment to equality of opportunity and fostering an environment of inclusion regardless of race, religion, age, sexual orientation, or gender identity.

## Sources
1. [appdirect.com](https://www.appdirect.com/)
2. [appdirect.com/careers](https://www.appdirect.com/careers)
3. [appdirect.com/about](https://www.appdirect.com/about)
4. [appdirect.com/careers/where-we-are](https://www.appdirect.com/careers/where-we-are.html)
5. [linkedin.com/company/appdirect](https://www.linkedin.com/company/appdirect)

## Other roles at AppDirect

- [Partner Success Manager](https://feeny.ai/job/partner-success-manager-appdirect-united-states-z484fnm580w0) — United States
- [Network Customer Relationship Manager](https://feeny.ai/job/network-customer-relationship-manager-appdirect-el-salvador-rcrhtj9v1f6v) — El Salvador
- [Développeur/développeuse logiciel, niveau intermédiaire](https://feeny.ai/job/developpeur-developpeuse-logiciel-niveau-intermediaire-appdirect-montreal-jsxbje0qazrt) — Montréal, Canada
- [Intermediate Software Development](https://feeny.ai/job/intermediate-software-development-appdirect-montreal-9jd09zkykrgh) — Montréal, Canada
- [Intermediate Software Developer](https://feeny.ai/job/intermediate-software-developer-appdirect-montreal-mc3cpzs2ayxw) — Montréal, Canada
- [Développeur/développeuse logiciel, niveau intermédiaire](https://feeny.ai/job/developpeur-developpeuse-logiciel-niveau-intermediaire-appdirect-montreal-74x41awszbex) — Montréal, Canada
- [Software Developer](https://feeny.ai/job/software-developer-appdirect-montreal-n3z3aa84fhw6) — Montréal, Canada
- [Développeur/Développeuse logiciel](https://feeny.ai/job/developpeur-developpeuse-logiciel-appdirect-montreal-vgp098msrp2v) — Montréal, Canada
- [Senior Manager, Web Strategy & AI Experience](https://feeny.ai/job/senior-manager-web-strategy-ai-experience-appdirect-toronto-8y7hw1d9knx5) — Toronto, Canada
- [Technical Support Specialist - T1](https://feeny.ai/job/technical-support-specialist-t1-appdirect-toronto-act9qx44ttd0) — Toronto, Canada