Customer Success Specialist (Retention)

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

AppDirect is looking for talented individuals who are smart, passionate, and want to drive disruption in the IT industry. You will have the freedom to reflect your customer-focused experience and personality in creative, thoughtful, out-of-the-box solutions. There's no limit to what you can accomplish here.

As a Customer Success Specialist focused on Retention, you will play a central role in ensuring customers continue to receive value from the AppDirect Procurement Marketplace and the cloud products they have purchased, resulting in high retention rates. Your mission will be to build strong partnerships through proactive engagement, data-driven insights, and customer advocacy, reducing churn and identifying expansion opportunities.

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

• Own the end-to-end renewal process for assigned customer accounts, engaging proactively to ensure contract success, identify risk early, and implement action plans to retain and grow accounts.

• Serve as the customer’s trusted advisor and AppDirect advocate—capturing feedback, championing customer needs internally, and removing roadblocks to their long-term success.

• Analyze usage and satisfaction data to demonstrate ROI and continued value; provide customers with actionable insights and recommendations to expand value realization.

• Serve as a point of escalation for concerns, advocate for swift problem resolution, and coordinate the right resources to ensure a positive experience.

• Monitor customer health metrics, flag risks for churn or downsell, and execute mitigation plans.

• Maintain accurate records of renewal timelines, engagement activities, and renewal forecasts using CRM and success tools.

• Uncover and refer potential upsell/cross-sell opportunities through deep understanding of customer needs.

• Drive increased customer satisfaction as measured by renewal rates, CSAT, NPS, and customer reference activity.

What we’re looking for

• Bachelor’s degree in business, technology, or a related field.

• 2+ years in a customer success, account management, business development, or retention specialist role in SaaS/tech.

• Demonstrated track record driving retention at scale within an assigned book of business.

• Experience analyzing customer health data and implementing strategies to reduce churn.

• Strong relationship-building skills; proven ability to become a trusted advisor.

• Exceptional command of English (written and spoken) and comfortable hosting virtual meetings and presenting to customers.

• Demonstrable experience with customer success tools (HubSpot, Zendesk, customer health dashboards, reporting).

• Ability to balance a high volume of accounts and priorities

• Resourceful, resilient, and able to handle ambiguity in a fast-paced environment.

• Collaborative, team-oriented approach to solving complex customer problems.

• Experience building and running product demos/overviews and webinars.

• Experience working both independently and in a collaborative team environment.

About AppDirect:

AppDirect is the only end-to-end commerce platform for selling, distributing, and managing cloud-based products and services to succeed in the digital economy. The AppDirect ecosystem connects channels, developers, and customers through its platform to simplify the digital supply chain by enabling the onboarding and sale of products with third-party services, for any channel, on any device, with support. Powering millions of cloud subscriptions worldwide, AppDirect helps organizations, including Jaguar Land Rover, Comcast, ADP, and Deutsche Telekom connect their customers to the solutions they need to reach their full potential in the digital economy.

We believe that the unique contributions of all AppDirectors is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

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: link: https://www.appdirect.com/about/privacy-notice