Technical Customer Success Account Representative

Technical Customer Success Account Representative

The Technical Customer Success Account Manager owns the success, retention, and growth of an assigned portfolio of Maxsold partners. This role ensures partners maximize revenue, operational efficiency, and customer satisfaction through effective use of the Maxsold platform.

You will act as a strategic advisor, performance coach, and primary relationship owner, driving measurable improvements in partner performance while strengthening long-term retention and expansion.

This is a revenue-influencing role that combines account management, performance optimization, technical aptitude, data analysis, and cross-functional collaboration. The role is ideal for someone who is commercially minded, analytically strong, and comfortable using systems, data, and structured problem-solving to improve partner outcomes.

Key Responsibilities

1. Account Ownership and Relationship Management

• Serve as the primary point of contact for assigned partners.
• Build trusted relationships with owners, operators, and key decision makers.
• Conduct regular business reviews focused on performance, goals, risks, and growth opportunities.
• Maintain clear account plans outlining partner objectives, revenue opportunities, churn risks, and action steps.
• Establish a deep understanding of each partner’s workflow, operational model, and use of the Maxsold platform.

2. Partner Performance and Growth Strategy

• Develop a deep understanding of each partner’s business model, margins, inventory flow, operational constraints, and growth objectives.
• Identify opportunities to increase sales volume, average deal size, revenue retention, and platform utilization.
• Provide strategic guidance on best practices, pricing strategies, merchandising quality, auction performance, and operational execution.
• Use data and partner insights to recommend practical improvements that drive measurable results.
• Partner with Sales on expansion opportunities, including upsell and cross-sell initiatives.

3. Retention and Risk Management

• Monitor account health indicators to proactively identify churn risk, revenue decline, engagement gaps, or operational issues.
• Apply strong judgement in identifying root causes of risk and prioritizing interventions.
• Address performance gaps quickly through structured, solution-oriented action plans.
• Escalate and coordinate cross-functional support when needed to protect revenue and relationships.
• Document risks, actions, and outcomes clearly in the CRM.

4. Issue Resolution and Cross Functional Collaboration

• Own partner issues end to end until resolution.
• Diagnose problems systematically, identify root causes, and implement scalable solutions where possible.
• Collaborate with Support, Operations, Product, Sales, and Leadership to remove friction and improve partner outcomes.
• Ensure feedback loops are closed and partners are informed throughout the resolution process.
• Translate partner issues into clear internal requirements, recommendations, or process improvement opportunities.

5. Data Driven Account Optimization

• Track and analyze key metrics, including revenue trends, auction performance, activation rates, engagement, average deal size, and partner health.
• Deliver clear, data-backed recommendations to improve performance.
• Use structured problem-solving to identify performance gaps, test hypotheses, and prioritize next steps.
• Maintain accurate CRM documentation, account plans, forecasts, and activity records.
• Use dashboards, spreadsheets, CRM reports, and other analytical tools to manage portfolio performance.

6. Partner Advocacy

• Act as the voice of the partner internally.
• Provide structured feedback to Product and Leadership on trends, friction points, feature needs, and growth opportunities.
• Contribute insights that influence roadmap priorities, partner enablement, and process improvements.
• Identify repeatable partner success patterns that can be scaled across the portfolio.

Required Skills and Qualifications

Experience

• 3 to 5 years of experience in Account Management, Customer Success, Sales Engineering, Technical Account Management, Business Analysis, or a related client-facing role, ideally in B2B, SaaS, marketplace, ecommerce, or technology-enabled service environments.
• Demonstrated success driving retention, revenue growth, partner adoption, and measurable account performance improvements.
• Experience managing a portfolio of accounts with revenue accountability.
• Proficiency in CRM platforms such as Salesforce or HubSpot.
• Experience using spreadsheets, dashboards, reporting tools, or analytical workflows to diagnose account performance is strongly preferred.
• Experience working with operationally complex customers, marketplace platforms, or technology-enabled business models is an asset.

Core Competencies

• Strong executive-level communication and relationship-building skills.
• Commercial acumen, with an understanding of revenue drivers, margin impact, retention, and growth levers.
• Analytical mindset, comfortable using data to diagnose issues and recommend solutions.
• Strong technical curiosity, with the ability to learn platforms, workflows, tools, and operational processes quickly.
• Strong problem-solving skills, with the ability to break down complex challenges into actionable steps.
• Sound judgement in decision making, especially in ambiguous or high-pressure situations.
• High organization and prioritization skills, able to manage multiple partners effectively.
• Comfortable explaining technical, operational, or data-driven recommendations to non-technical stakeholders.
• Comfortable using CRM systems, reporting tools, spreadsheets, documentation, and AI-enabled productivity tools to improve effectiveness.
• Continuous improvement mindset, with curiosity about systems, automation, process design, and scalable partner enablement.

Education

• A post-secondary degree is required.
• A degree in a technical, analytical, or STEM-related field is strongly preferred, including Engineering, Computer Science, Mathematics, Statistics, Information Systems, Business Analytics, Economics, Operations, or another related discipline.
• Candidates without a traditional STEM degree may be considered if they can demonstrate strong analytical ability, technical aptitude, structured problem-solving, and experience learning complex systems.

How You Operate

• You take full ownership of outcomes, not tasks.
• You think in terms of revenue impact, retention, and long-term partner value.
• You rely on data, not anecdotes.
• You use structured thinking to diagnose problems, prioritize actions, and measure results.
• You give and receive feedback directly and constructively.
• You act with integrity and consistency.
• You continuously look for ways to improve processes, systems, and partner performance.
• You are comfortable learning new tools, adapting to change, and helping partners evolve with the platform.
• You are motivated by impact and measurable results.

Key Performance Indicators

• Partner revenue growth
• Gross and net revenue retention
• Partner retention rate
• Average deal size and auction performance trends
• Expansion revenue and quota attainment
• Platform utilization and activation metrics
• Partner engagement and business review completion
• Account health score improvement
• Customer satisfaction scores, including CSAT and NPS
• CRM hygiene, account plan quality, and forecast accuracy