---
title: 'Senior Customer Success Manager at AppDirect'
canonical: 'https://feeny.ai/job/senior-customer-success-manager-appdirect-montreal-3ybnf37fywy2'
type: 'job'
last_seen: '2026-11-11'
---

# Senior Customer Success Manager at AppDirect

- **Company:** AppDirect
- **Location:** Montréal, Canada
- **Posted:** 2026-11-10
- **Last confirmed live:** 2026-11-11
- **Apply:** https://job-boards.greenhouse.io/appdirect/jobs/8925073002

## 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:

- [Responsable de la réussite client](https://job-boards.greenhouse.io/appdirect/jobs/8936691002)

## 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.

This position is for the Firstbase business unit

Remote work is the biggest workplace revolution in history. Nothing will deliver a higher quality of life upgrade in the next decade. The biggest challenge is in providing the infrastructure that makes going remote easy for companies and Firstbase is delivering this core infrastructure that makes remote and hybrid work possible and sustainable for companies around the world.

Today, we serve both workers and businesses by doing two things: we give businesses the ability to instantly support remote workers with all the physical goods they need to do great work (from computers to furniture to company swag & perks), and we give workers the ability to pick and choose what they need for their unique circumstances, then return it when they leave.

## About You

Our Customer Success team are responsible for managing and growing our largest customer accounts. As a CSM you will act as an advocate for a portfolio of customer accounts and are committed to helping them achieve a high level of satisfaction of the Firstbase platform and service in overcoming their employee onboarding and offboarding challenges, and working closely to identify further untapped growth potential within our account base.

You have experience of dealing with large numbers of customers, are organized, motivated and a great problem solver. You excel in building relationships both with Customers and internal stakeholders to get things done.

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

- Client Onboarding : Work closely with our Onboarding Team to actively transition a customer into healthy adoption and consistent support process;
- Establish consultative and trusted relationships with customers maintaining regular cadence of meetings and timely response to customer queries;
- Ensure customer expectations are exceeded consistently;
- Drive planning sessions to ensure customer is able to fully leverage Firstbase to meet their operational goals;
- Own and drive renewal discussions and in partnership with our Account Executives drive upsell opportunities within Firstbase's existing customer base and your assigned customer portfolio to maximize retention rates;
- Conduct quarterly business reviews with key customers to address key challenges and proactively plan upcoming events;
- Elicit customer feedback on product to then act as internal advocate for our customers internally to help improve NPS;
- Communicate regularly with the customer to evaluate satisfaction and escalate any areas of concern;
- Develop best practices and process strategies that can be shared across the team.

## What we’re looking for

- 2 - 5 years of customer relationship management experience, preferably in SaaS;
- Track record of success in managing, retaining and growing revenue across a broad book of customer accounts;
- Superior customer service and relationship skills;
- Strong analytical and problem-solving skills;
- Experience working with CRM and/or CS tools (e.g. HubSpot; Salesforce);
- Leadership in developing world class customer presentations/QBR leadership;
- Ability to thrive in a fast-paced, dynamic environment;
- Die hard drive to make customers successful;
- BA/BS degree or similar university level education; in lieu of degree, relevant skills or equivalent experience;
- Flexible to work with a distributed team across the US and Europe;
- You’re an enthusiastic individual who is a self-starter, strong in execution;
- You are equally hands-on in technology and can comfortably self-learn to become an expert in the platform;
- You’re motivated by the velocity and ambiguity of an early-stage startup, and you’re eager to contribute to help us constantly improve as we grow;
- You are passionate about AppDirect/Firstbase’s mission and the future of work.

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

## 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

- [Responsable de la réussite client](https://feeny.ai/job/responsable-de-la-reussite-client-appdirect-montreal-j3q41jng34vc) — Montréal, Canada
- [Customer Success Manager (Premier Services)](https://feeny.ai/job/customer-success-manager-premier-services-appdirect-toronto-w6zvkzezx7v4) — Toronto, Canada
- [Premier Services Partner Manager](https://feeny.ai/job/premier-services-partner-manager-appdirect-toronto-aye3kd0vk7ek) — Toronto, Canada
- [Cloud Sales Order Specialist](https://feeny.ai/job/cloud-sales-order-specialist-appdirect-el-salvador-15vj71psq5b3) — El Salvador
- [Account Manager Associate - Energy Industry](https://feeny.ai/job/account-manager-associate-energy-industry-appdirect-westlake-6hpqchw890zd) — Westlake, TX
- [Warehouse Technician](https://feeny.ai/job/warehouse-technician-appdirect-salt-lake-city-0e199bv2r3d6) — Salt Lake City, UT
- [Value Added Services (VAS) Lead](https://feeny.ai/job/value-added-services-vas-lead-appdirect-salt-lake-city-7enydvrqzbvd) — Salt Lake City, UT
- [Warehouse Associate](https://feeny.ai/job/warehouse-associate-appdirect-salt-lake-city-xfahv0zej5r7) — Salt Lake City, UT
- [Accounting Analyst (Semi-Senior)](https://feeny.ai/job/accounting-analyst-semi-senior-appdirect-buenos-aires-0vsg01hegtp8) — Buenos Aires, Argentina
- [Customer Success Manager (Network Development)](https://feeny.ai/job/customer-success-manager-network-development-appdirect-el-salvador-ds3vartx9gtn) — El Salvador