Partner Success Manager

The Partners Success Manager is a new hybrid role that will be part of the North America team, responsible for leading the region's end-to-end customer journey strategy and execution. The role encompasses the vital responsibility of overseeing a portfolio of customers and partners at the same time, ensuring their sustained success and growth. Integral to this role is the adept utilization of expertise in strategic consultation, business acumen, and portfolio management to orchestrate and harmonize customer success initiatives within the organizational framework.

The ideal candidate for this role will demonstrate strategic acumen coupled with a proven track record of executing plans with precision, drawing upon their comprehensive knowledge of managing strategic customers and partners for success. In addition, the work with the partners and customers will include either 1:1 engagements for high-impact objectives or by running many success programs to impact target customer groups.

The successful candidate will exhibit exceptional relational skills and be adept at fostering enduring relationships with customers/partners. They will serve as trusted advisors, engaging in consultative dialogue to identify challenges, craft tailored solutions, and facilitate the attainment of customer objectives.

Furthermore, the candidate will demonstrate a commitment to data-driven decision-making, utilizing their analytical prowess to collect, discern, and interpret data. By incorporating data-driven insights into their project and program management strategies, they will optimize customer support initiatives, ensuring the delivery of unparalleled value and facilitating the achievement of optimal outcomes for both customers and the organization at large.

• Develop and execute customer success plans together with the partners based on their main business objectives to support the site's overall NDR
• Collaborate with regional leaders, consulting, and strategic partners for a growing portfolio of key customers. Being the focal point for all post-sell processes
• Work closely with the partners to build their customer success management skills to ensure their customers’ retention and satisfaction.
• 1:1 engagement with targeted customers at key points in the customer journey to define how success looks, ensure the adoption of  and unlock growth opportunities
• Manage executive relationships, running EBRs with collaboration with the partners as well as enabling partners to conduct them on their own
• Effectively partner with internal stakeholders such as Client Services, Renewals, and Sales to research and execute success plans with customers
• Manage customers' risk and create risk mitigation plans
• Deliver enablement content in a format that is clear and concise (Masterclasses, training sessions, office hours) in a repetitive cadence to our customers and partners
• Effectively manage platform inquiries and Q&A independently

• 3+ years of experience in SaaS Customer Success Management / Partners Success Management
• Experience working in business organizations, managing cross-functional stakeholders, and negotiating solutions
• Experience collaborating with developers, engineers, and product managers to meet customer requirements
• Strong customer-facing and presentation skills with the ability to establish credibility with executives
• Excellent technical project management skills, enabling multiple cross-functional teams to deliver against plans
• Excellent organizational and time-management skills
• Ability to think strategically and execute plans effectively while building long-term relationships with customers
• Succeed in working collaboratively with squads, internal account teams, and extended customer teams
• Experience working in a global team, for an international company
• Analytical skills and passion for technology
• Superb written and verbal communication

Please note that this is a hybrid position of 3 days/week in our NYC office

Visa sponsorship for this role is currently not available.

This position is based in NYC. Are you open to a hybrid work model, with the expectation of spending three days per week working out of our NYC office?

The Customer Success Team is the trusted advisor for building relationships, driving product adoption, and empowering teams to fulfill their goals. By being experts of the  platform, we can provide a unique level of consultation and inspiration to our…