Director, Inside Partner Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and manage the Inside Partner Success team.

• Oversee operational support and service standards for all contracted clients.

• Manage team performance against SLAs and KPIs, focusing on ticket resolution speed and NPS.

• Achieve ticket resolution volume targets.

• Mentor and coach team members through both virtual and in-person professional development sessions.

• Ensure effective cross-functional collaboration and ticket escalation processes for complex partner needs.

• Develop and oversee recurring group retraining programs.

• Establish and uphold standards for partner retraining coordination, scheduling consistency, and handoff quality.

• Maintain CRM hygiene within HubSpot and Zendesk.

• Manage, adjust, and accurately expand existing business operations.

• Analyze and maintain client performance and feedback data.

• Collaborate with Account Management and the broader GTM team to promote high program usage.

• Proactively communicate updates, risks, blockers, and recommendations.

• Identify enhancements to training materials, client communication, and user engagement strategies.

• Utilize data, judgment, and business context to guide decisions and recommendations.

• Independently manage assigned work, meeting commitments, deadlines, and deliverables.

• Ensure adherence to applicable policies, procedures, standards, and regulatory requirements.

• Execute other role-related responsibilities as assigned.

⛳️ Requirements

• 5+ years of experience in B2B2C Customer Success, including 2+ years of direct team management experience.

• Proficient in managing HubSpot, Zendesk, Google Suite, and video conferencing tools.

• Strong understanding of inbound and outbound customer success operations, SLA management, ticket triage and escalation design, and team performance frameworks.

• Capability to manage client-facing, training, or account management roles.

• Ability to collaborate with GTM, Outbound Partner Success, Customer Success, and Marketing teams.

• Demonstrated ability to produce high-quality work in a dynamic business environment.

• Bachelor’s degree in Business, Finance, English Literature, Communications, Psychology, or equivalent practical experience.

• Preferred experience in a regulated, client-facing environment.

• Familiarity with tools such as PowerBI, ZoomInfo, Monday.com, Enable.Us or similar data room tools, Gong, and ALN is preferred.

• Exposure to commercial multifamily real estate, proptech, or insurance is preferred.

• Prior experience in commercial multifamily real estate, consumer credit, lending, or B2B SaaS is preferred.

• 2+ years of experience in the multifamily industry is preferred.

🏝️ Benefits

• Opportunities to make an impact within a rapidly growing company.

• Medical, dental, and vision insurance starting from day one.

• Health savings account with employer contributions.

• Flexible spending accounts (healthcare, dependent care, commuter).

• 401(k) plan.

• Generous PTO and paid holidays.

• In-office lunch perk.

• Flexible working hours.

• Paid parental leave.

• Company-sponsored short and long-term disability.