Manager, Partner Success

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

📋 Description

• Direct, mentor, and nurture a team of Customer Success Managers focused on key partnership accounts.

• Ensure that over 90% of the team consistently achieves or surpasses individual KPI targets, including retention, NRR, CSAT, and response time.

• Oversee team-level recruitment, onboarding, training, and performance management.

• Conduct performance evaluations and create personalized development plans for CSMs.

• Maintain an aggregate gross retention rate of over 90% and net retention rate of over 110% across partner client accounts.

• Communicate team performance metrics to senior leadership.

• Develop and implement proactive retention strategies and playbooks addressing systemic churn risks.

• Act as the primary escalation point for Tier 2+ client issues.

• Establish escalation procedures and standards for the wider team.

• Collaborate with senior leadership to define the Partnerships strategy.

• Integrate team-wide client feedback into actionable recommendations that shape product, process, or service strategies.

• Foster cross-functional relationships with Compliance, Operations, and Product leadership.

• Ensure high-quality, consistent client experiences and address systemic challenges.

⛳️ Requirements

• A minimum of 8+ years in a client-facing role within a B2B environment.

• At least 3+ years of experience in direct people management.

• Proven success in building, developing, and ensuring accountability within a team to meet performance targets.

• Experience in managing performance reviews and development planning at the managerial level.

• Established track record of owning retention, growth, and satisfaction KPIs at a team or portfolio level.

• Strong skills in conflict resolution and relationship building.

• Excellent verbal and written communication skills suited for executive-level interactions.

• Proficient in CRM systems, reporting/dashboard tools, and standard business software.

• Background in a rapidly growing B2B environment.

• Strong understanding of client success metrics, including retention, NRR/GRR, and CSAT.

• Ability to model and instill robust client relationship practices within a team.

• Experience in developing training programs or playbooks to enhance software adoption and CRM best practices.

• Familiarity with entity, licensing, or records management solutions is advantageous.

🏝️ Benefits

• Health benefits.

• Flexible paid time off.

• Parental leave.

• Fertility and adoption assistance.

• 401(k) plan.

• Educational reimbursement.

• Reasonable accommodations provided during the application and interview process.

• Option to request an alternative evaluation process or opt out of automated assessment steps due to regional regulations.

• Human oversight of automated assessment tools.

• Commitment to equal opportunity employment.