Partner Customer Success Manager

📋 Description

• Take charge of the Partner Lifecycle: Act as the main post-sales contact for a portfolio of MSSP/MSP/GSI partners—steering them through onboarding, activation, value realization, enablement, and advocacy.

• Promote Adoption & Enablement: Conduct technical onboarding and hands-on training sessions to ensure partner teams can proficiently utilize NodeZero and achieve measurable results for their clients.

• Develop Strategic Relationships: Foster trusted connections with partner stakeholders across delivery, technical, and executive roles to ensure alignment on joint success and roadmap planning.

• Evaluate & Enhance Performance: Track partner engagement, usage trends, and customer outcomes to pinpoint opportunities, risks, and areas for growth. Utilize data to guide strategic recommendations.

• Address & Escalate: Act as an escalation point for partner-related challenges, collaborating with Support and Product teams to ensure swift, high-quality resolutions.

• Contribute to Partner Playbooks & Content: Develop scalable partner resources, including guides, case studies, enablement sessions, and QBR frameworks.

• Facilitate Joint GTM Success: Collaborate with Channel and Sales to support co-selling initiatives and drive shared revenue growth through partner-led customer expansion.

• Shape Product Direction: Convey structured feedback from partners to internal teams, assisting in the development of the product roadmap with a keen understanding of partner needs and market dynamics.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Technical Account Management, Channel Management, or Partner Enablement—ideally in cybersecurity or B2B SaaS.

• Strong grasp of MSSP/MSP business models and their provision of security services (e.g., SOC operations, vulnerability management, red teaming).

• Technical proficiency in cybersecurity solutions and/or experience supporting highly technical users.

• Proven track record in building long-term relationships with partners, managing joint success plans, and driving retention and growth.

• Experience supporting revenue-related objectives linked to partner adoption, NRR, or managed ARR.

• Self-motivated individual comfortable navigating ambiguity and scaling post-sales programs from inception.

• Excellent presentation, training, and interpersonal skills—capable of engaging both technical practitioners and executive stakeholders.

• Familiarity with Customer Success tools like Salesforce, Gainsight, JIRA, and Confluence.

• Willingness to travel to partner locations and industry events (~10–30%).

🏝️ Benefits

• Inclusive Team: We value diversity and foster an inclusive culture where everyone can thrive.

• Growth Opportunities: Join a dynamic and expanding team with ample career development opportunities.

• Innovative Culture: Engage in a collaborative environment that promotes creativity and out-of-the-box thinking.

• Hybrid & Remote Work: We support a blend of remote and hybrid work models based on role and location, including our Chicago office, where some roles require regular in-office presence.

• Competitive Compensation: We provide a competitive salary, equity, and benefits. Our benefits package includes health, vision, and dental insurance for you and your family, a flexible vacation policy, and generous parental leave.