Are you looking to hire a Partner Customer Success Manager? This comprehensive job description template can be easily customized to fit your company's unique needs and culture. For additional resources, check out our interview guide and interview questions for this role.

What is a Partner Customer Success Manager?

A Partner Customer Success Manager (PCSM) is a crucial role that bridges the gap between a company, its partners, and end customers. This position is vital in fostering strong relationships, ensuring partner success, and driving mutual growth. PCSMs are responsible for understanding the needs of both partners and their customers, advocating for their success within the organization, and strategically aligning partner goals with the company's objectives.

These professionals act as trusted advisors, providing partners with the knowledge, resources, and support needed to effectively represent and sell the company's products or services. By doing so, they play a significant role in expanding the company's reach and market presence through indirect sales channels.

What does a Partner Customer Success Manager do?

Partner Customer Success Managers wear many hats in their day-to-day activities. They serve as the primary point of contact for partners, addressing their needs, concerns, and opportunities. This involves regular communication, strategic planning sessions, and ongoing support to ensure partners are equipped to succeed.

A key aspect of the PCSM role is monitoring partner health and performance. They analyze data and gather feedback to identify areas for improvement, potential risks, and growth opportunities. Based on these insights, PCSMs develop and implement strategies to enhance partner enablement, increase product adoption, and drive revenue growth.

Additionally, PCSMs collaborate closely with internal teams, including sales, product management, and marketing, to align partner needs with company initiatives and ensure a seamless partner experience.

Partner Customer Success Manager Responsibilities Include:

• Developing and maintaining strong relationships with assigned partners
• Creating and executing partner success plans to drive mutual growth
• Monitoring partner performance and health, addressing issues proactively
• Facilitating partner enablement and training programs
• Identifying and pursuing upsell and cross-sell opportunities within the partner ecosystem
• Serving as an escalation point for partner-related issues and concerns
• Collaborating with internal teams to advocate for partner needs and feedback

Job Description

🤝 Partner Customer Success Manager

About Company

[Company] is a leading provider of innovative solutions in [industry], dedicated to empowering businesses to achieve their goals through cutting-edge technology and exceptional support.

Job Brief

We are seeking a talented Partner Customer Success Manager to join our team and play a crucial role in nurturing and growing our partner relationships. In this position, you will work closely with our partners and their key customers to ensure successful adoption of our solutions, drive value, and identify expansion opportunities.

🎯 What You'll Do

As a Partner Customer Success Manager, you will be responsible for:

• 🤝 Developing deep relationships with partners and understanding their business objectives
• 📊 Monitoring partner health and performance, identifying areas for improvement
• 🚀 Driving partner enablement and product adoption
• 💡 Identifying and pursuing expansion opportunities within the partner ecosystem
• 🛠️ Collaborating with internal teams to resolve partner issues and implement feedback

🧠 What We're Looking For

• 💼 Minimum 2 years of customer-facing experience in a SaaS environment
• 🖥️ Technical acumen in relevant IT fields
• 🗣️ Excellent communication and presentation skills
• 🧩 Strong problem-solving abilities and attention to detail
• 📚 Curious mindset with a passion for continuous learning
• 🎓 Bachelor's degree or equivalent experience

Our Values

• 🌟 Innovation
• 🤝 Collaboration
• 💪 Integrity
• 🌱 Continuous improvement
• 👥 Customer-centricity

Compensation and Benefits

• 💰 Competitive salary commensurate with experience
• 🏥 Comprehensive health insurance
• 💻 Remote work options
• 📈 Professional development opportunities
• 🏖️ Generous paid time off

Location

This position is [remote/hybrid/office-based] in [location/time zone].

Equal Employment Opportunity

[Company] is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

🔍 Hiring Process

Our hiring process is designed to be comprehensive and give you multiple opportunities to showcase your skills and experience. Here's what you can expect:

Initial Conversation

A brief discussion with our recruiting team to understand your background and interest in the role.

Partner Strategy Presentation

An opportunity to demonstrate your strategic thinking through a simulated partner strategy meeting.

In-depth Interview

A detailed conversation with the hiring manager about your experience and approach to partner success management.

Team Meeting

An opportunity to meet potential team members and discuss your working style and collaboration skills.

Final Discussion

A conversation with a senior leader to explore your potential impact on our partner ecosystem.

Ideal Candidate Profile (For Internal Use)

Role Overview

We are seeking a proactive and strategic Partner Customer Success Manager who can effectively nurture partner relationships, drive mutual growth, and align partner success with our company objectives. The ideal candidate will possess a blend of technical knowledge, relationship management skills, and business acumen.

Essential Behavioral Competencies

1. Relationship Building: Ability to cultivate and maintain strong, trust-based relationships with partners at all levels.
2. Strategic Thinking: Capacity to analyze complex situations, identify opportunities, and develop effective long-term strategies.
3. Problem-Solving: Aptitude for identifying and resolving issues proactively, using creative solutions and internal resources effectively.
4. Communication: Excellence in articulating complex ideas clearly to diverse audiences, from technical teams to executive stakeholders.
5. Adaptability: Flexibility to thrive in a dynamic environment and adjust strategies as needed.

Goals For Role

1. Achieve a partner satisfaction score of [X]% or higher through effective relationship management.
2. Drive partner-sourced revenue growth by [X]% year-over-year through increased product adoption and expansion opportunities.
3. Reduce partner churn rate to less than [X]% annually by proactively addressing concerns and demonstrating clear ROI.
4. Increase partner product expertise by ensuring [X]% of partners complete advanced certification programs within six months of onboarding.

Ideal Candidate Profile

• Proven track record of managing and growing partner relationships in a technology-focused industry
• Strong technical background with knowledge of relevant IT concepts
• Data-driven approach to decision-making and performance analysis
• Excellent project management skills with the ability to handle multiple partner accounts simultaneously
• Self-motivated with a proactive approach to identifying and solving partner challenges
• Strong presentation and public speaking skills for partner enablement and executive-level communications
• Adaptability to thrive in a fast-paced, evolving environment
• Willingness to travel up to [X%] for partner meetings and events (if applicable)