About PartnerStack
Do you thrive off collaboration and impact? Love to light up your brain and pick up new skills? We’re a team of trailblazers in tech who run on heart and humility, and maybe a little bit too much caffeine, too. But who’s judging? If this sounds like you, you may be the perfect fit for PartnerStack.
PartnerStack is the only ecosystem platform built for B2B SaaS. We’re the connection point between today’s fastest-growing SaaS companies and top-performing partners. Our mission? To change the way the world sells software — and with your help, we can get there faster!
Want in? Apply now.
About you and the role
A director of customer success is responsible for creating and executing the strategic vision and operational rigor for the customer success organization. This leadership role will focus on customer health and satisfaction, high product adoption, and improved retention. This role will own the day to day management and execution of the customer success managers. Customer success relies on understanding of our customers and their needs, and fluency with our offerings and how they can be used to create new value for our customers. You will bring excellent relationship-building and collaboration skills, mentorship capabilities, and understanding to have the sometimes hard and often nuanced conversations that will ultimately make our customers successful.
Within the customer success organization this role has a unique opportunity to influence the PartnerStack customer base and can be a promoter for PartnerStack as well as an advocate for customer needs or gaps in experience. Customer success is essential to the company’s financial growth as they are responsible for growing and transforming customer relationships.
For PartnerStack, that means owning specific vendor accounts and vendor revenue growth and the vendor’s relationship with Partners - driving revenue through subscription renewal, rewards and transaction fee revenue (TFR) growth.
Building High Performing Teams - high-performing teams clearly understand their roles and responsibilities, communicate openly and enthusiastically with each other, and create an environment of psychological safety for themselves and each other that allows them to do their best work as a team.
Primary Focus Areas:
- Deliver Results - lead with focus on the key inputs and outputs for customer success and deliver them with the right quality and in a timely fashion, continually rising to the occasion and not settling for less than great performance and outcomes - there are four primary areas of results focus - employee engagement and acceleration (the team of customer success managers, vendor revenue protection/renewals, vendor revenue expansion, and vendor satisfaction - was value delivered, was it easy, and do you think we care about you
- Be the Voice of the Vendor - talk with vendors to understand voice of their vendor 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 - customer success has 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
What you’ll do
- Drive utilization and value realization for our customers to reach our growth goals and maintain/grow SaaS revenue and customer retention rates
- Development of strategies for growing managed accounts as well as a digital (1:Many) offering
- Manage Annual Renewal bookings with 90%+ renewal rate and 80%+ on time renewals
- Manage and motivate the team of CSM’s and providing formal and informal feedback on performance and career development
- Developing and implementing processes that positively influence key customer business metrics
- Develop and implement scalable and repeatable practices to deliver against key customer metrics of renewal and expansion: processes, systems, tools, metrics, and reporting, as well as the customer journey
- Establish standards, KPIs, reports, dashboards, etc. to monitor and drive results, analyze performance, and identify trends and improvement opportunities; institute a regular communication cadence to inform relevant stakeholder groups of data and discoveries
- Analyze available data for actionable insights; predicting customer churn, customer health scoring, and the like
- Work cross-functionally with teams across the organization to help customers launch their program in the most effective way
You’re a great candidate if...
- 5+ years experience in partnerships, customer success, customer experience or related roles
- 3+ years management experience
- 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
Why you’ll love working here
PartnerStack is a fast-growing startup revolutionizing how SaaS companies go to market and scale revenue with partnerships. Beyond challenging the status quo and innovating great products, our goal is to build a kickass company.
We set every member of our team up for success so they can feel energized about their work, be passionate about excellence, and have the room to learn every day. That means you can experiment with creative tactics, have the freedom to fail and bounce back stronger — and make a career of a lifetime.
Plus, PartnerStack is certified by Great Place to Work® Canada as one of the country’s best startups to work at based on their independent analysis of employee feedback.
Perks of working at PartnerStack
- A digital-first environment, so you can do your best work anywhere in Canada
- A MacBook shipped to you and a budget for peripherals of your choice
- Flexible working hours (in coordination with your team)
- Flexibility to work abroad for up to 8 weeks at a time
- Regular social events, even while working remotely
- Annual peripheral refresh
- Competitive salary and opportunities for promotion
- High-quality health insurance, active from your first day
- HSA and Wellness Accounts
- Generous vacation and time off plan
- Employee Stock Option Plan for everyone (ESOP)
- RRSP with an employer matching component
Our HQ
Although we’re digital-first, that doesn’t mean you can’t do your best work with us at our downtown office in Toronto — if you want.
Our office space (111 Peter Street, Toronto, ON) is open to all employees. Whether you join us in person or virtually, we’re committed to ensuring every new employee has a great onboarding experience and feels part of a tight-knit team.
Diversity, Equity, and Inclusion
We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, marital status, ablebodiedness or gender identity.
PartnerStack celebrates what makes every member of our team unique, and strives to create a workplace that is safe and inclusive where everyone can be their truest selves. If you require any accommodations to succeed in your role and feel supported in the workplace, please feel free to let us know. If you require accommodation for any reason, please let us know as we are more than happy to accommodate all.
