Senior Partner Engagement & Success Manager

JOB SUMMARY

The Senior Partner Engagement & Success Manager leads the CIE's Partner Success function by overseeing the partner lifecycle from post-onboarding through adoption, ongoing participation, and long-term success. The position develops Partner Success strategies, establishes organizational performance measures, monitors network health, coordinates cross-functional support, and ensures participating organizations receive consistent, responsive, and effective support throughout their partnership with the CIE. Working closely with Community Engagement, Technical Operations, Training & Education, Privacy & Security, Data Stewardship, Operations, and executive leadership, this role translates partner experience and performance data into recommendations that strengthen organizational processes, partner satisfaction, and long-term network success.

This position is full-time, exempt, and reports to the Managing Director. IPHI’s standard work week is 37.5 hours.

• Develop and maintain the CIE's Partner Success strategy.
• Establish annual Partner Success goals, priorities, and work plans.
• Develop scalable approaches that support continued growth of the CIE partner network.
• Identify opportunities to strengthen partner participation, adoption, and long-term success.
• Ensure Partner Success activities remain aligned with CIE strategic priorities.

• Develop and maintain the CIE's Partner Success strategy.
• Establish annual Partner Success goals, priorities, and work plans.
• Develop scalable approaches that support continued growth of the CIE partner network.
• Identify opportunities to strengthen partner participation, adoption, and long-term success.
• Ensure Partner Success activities remain aligned with CIE strategic priorities.

• Establish Partner Success performance indicators and organizational KPIs.
• Monitor partner adoption, utilization, participation, satisfaction, and retention.
• Analyze trends across the partner network.
• Develop reports and dashboards that inform organizational decision-making.
• Identify opportunities to improve partner outcomes through data-informed recommendations.

• Lead partner advisory groups, user councils, office hours, listening sessions, and other structured feedback opportunities.
• Gather and synthesize partner feedback across the network.
• Identify recurring themes, emerging needs, and opportunities for improvement.
• Ensure partner perspectives inform continuous improvement activities.

• Coordinate Partner Success activities across Training & Education, Technical Operations, Privacy & Security, Data Stewardship, Community Engagement, and Operations.
• Ensure partner concerns are addressed through coordinated organizational support.
• Facilitate communication between internal teams to resolve partner needs efficiently.
• Promote consistent partner experiences across the organization.

• Serve as the business owner for Partner Success workflows and relationship management processes.
• Define business requirements for systems that support partner relationship management, performance monitoring, and Partner Success activities.
• Ensure partner information, organizational contacts, engagement history, success plans, and performance measures are maintained to support ongoing relationship management.
• Partner with technical staff to continuously improve systems, dashboards, workflows, and reporting capabilities that support the Partner Success function.
• Use Partner Success data to identify trends, inform leadership, and strengthen organizational decision-making.

• Evaluate partner experience throughout the post-implementation lifecycle.
• Recommend operational improvements based on partner feedback, adoption trends, utilization data, and network performance.
• Identify opportunities to strengthen workflows, training, technical support, documentation, and partner resources.
• Support organizational learning through analysis of partner experiences and outcomes.

• Develo…