Partner Success Manager

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

📋 Description

• Oversee the daily interactions with a selection of key UK partners, emphasizing quality, compliance with certifications, growth, and ensuring customer satisfaction.

• Conduct regular operational meetings with partners, which include touchpoints, check-ins, and evaluations.

• Maintain partner scorecards that track compliance with certifications, timely implementation delivery, customer CSAT/NPS, and indicators of partner health and risk.

• Identify partners at risk and collaborate with the UK Partner Director and subject matter experts to develop intervention and escalation strategies.

• Assist in the onboarding process for new UK partners and create mutual success plans.

• Work together with Partner Enablement, Partner Project Operations, and Customer Success to guarantee smooth transitions and aligned outcomes for clients.

• Enhance partner enablement, training, and certification pathways in collaboration with Services and Enablement teams.

• Identify and cultivate advocacy partners for case studies, speaking engagements, co-marketing initiatives, and references.

• Relay feedback from partners and service delivery to both partner and services teams.

• Provide regular updates on partner delivery performance, risks, and opportunities to the UK Partner Director and Partner Enablement.

• Take ownership of KPIs, including consulting partner retention and growth, certification compliance, CSAT/NPS, and partner health scores.

• Report to the Global Manager of Partner Success while closely collaborating with the UK Partner Director and global partner functions.

⛳️ Requirements

• 4–6 years of experience in partner/account management, customer success, or professional services delivery within a B2B SaaS environment.

• Proven experience directly managing partner or client relationships, preferably in a delivery or implementation context.

• Background in partner success, channel management, or professional services roles.

• Proficient in utilizing scorecards, performance metrics, and delivery frameworks to manage third-party partners or service providers.

• Strong commercial acumen with an understanding of revenue influenced or sourced by partners.

• Excellent communication, presentation, and stakeholder management capabilities.

• Ability to work collaboratively across teams and time zones in a dynamic, fast-paced environment.

• Technical knowledge and the ability to confidently discuss software implementation methodologies.

• Located in the UK with the right to work in the UK, and open to traveling within the UK and occasionally internationally as required.

• Previous experience managing systems integrators, consulting partners, or implementation partners in the SaaS sector is highly preferred.

• Direct experience in the legal tech (LegalTech) or professional services automation fields is strongly preferred.

• Familiarity with operations in law firms, client accounting, or legal practice management workflows is strongly preferred.

• Practical experience with partnership tools such as Planhat, LearnUpon, Salesforce PRM, or comparable tools is strongly preferred.

• Experience with project management tools like Asana and support platforms (Zendesk, Freshdesk) is strongly preferred.

🏝️ Benefits

• Flexible, remote-first working environment.

• Unlimited leave policy.

• Optional access to London offices in WeWork.

• Pension contributions.

• Private medical insurance.

• Dental insurance.

• Life insurance.