Partner Success Manager

Partner Success Manager

Requirements

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• 3–5 years of experience in account management, partner success, customer success, or channel management roles, ideally in SaaS or e-commerce ecosystems.
• Exceptional interpersonal and relationship-building skills; you excel at connecting with diverse partner profiles.
• Strong problem-solving abilities and a proactive, solution-oriented mindset.
• Ability to balance long-term strategic vision with day-to-day tactical execution.
• Proficiency with CRM systems, data analysis tools, and comfort making data-driven decisions.
• Excellent written and verbal communication skills, including presenting to executives.
• Highly adaptable to different partner cultures, needs, and account complexities.

Responsibilities

• Build and maintain strong, trusted relationships with agency partners.
• Serve as the main point of contact for service-related inquiries, strategic support, and product expertise.
• Advocate for partners internally by relaying product and program feedback.
• Facilitate new partner onboarding by providing structured training, resources, and best practices.
• Deliver regular product updates, implementation support, and strategic guidance.
• Conduct virtual and live training sessions, and partner QBRs (Quarterly Business Reviews) to optimize partner-managed accounts.
• Proactively support partners in improving account health through onboarding, optimization strategies, and use case expansion.
• Advise partners on metrics to track (automation rate, NPS, retention) and tactics to improve them.
• Identify upsell and cross-sell opportunities, introducing partners to new services or features to grow mutual accounts.
• Monitor partner-managed account KPIs such as NRR (Net Revenue Retention), automation rates, and client expansion.
• Prepare data-driven reports to identify trends, successes, and opportunities for optimization.
• Drive OKR (Objectives and Key Results) achievements tied to partner performance and client outcomes.
• Collaborate closely with Channel Managers, Customer Success Managers, Sales, and Product teams to align partner initiatives.
• Maintain strong lines of communication between Success and Partnerships teams through weekly cross-reporting.
• Participate in special projects, events, and partner enablement programs.
• Support partners on pre-sale product questions and during high-risk client escalations.
• Provide prompt and professional resolution of partner concerns, ensuring satisfaction and loyalty.

Preferred Qualifications

• Prior experience with mid-sized to enterprise implementation cycles is preferred (not just fast-paced SMB sales cycles).