Partner Success Manager

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

📋 Description

• Take ownership of quarterly referral objectives for your accounts and proactively adjust strategies when performance metrics decline.

• Create and implement growth strategies tailored to each account: identify obstacles limiting volume, apply solutions, and assess the referral impact of each initiative.

• Collaborate directly with User Buyers and Detailed Buyers (branch managers, Directors of Nursing, patient care coordinators, and nursing coordinators) to establish Float as the preferred home infusion partner, enhance referral workflows, and increase usage of the Float Pharmacy Portal.

• Cultivate Float Champions within each account who will advocate for Float internally and drive referral volume towards us.

• Facilitate the onboarding of GTAs to ensure quick time-to-value, achieving first referrals within 30 days of launching in a new geographic area.

• Examine patterns across your portfolio to uncover root causes impacting multiple branches, then transform successful strategies into repeatable success motions that can be applied across accounts.

• Analyze and understand the health of each account in detail: staffing rates, active SP Operators, Portal referral share, patient churn, and the progression of partnership maturity.

• Keep precise and up-to-date account records in our CRM (HubSpot) so that portfolio health, referral trends, and relationship history are consistently accessible to you and leadership.

• Build and nurture trusted relationships with specialty pharmacy User Buyers throughout your portfolio.

• Lead the Partnership Experience Meeting (PEM) cadence: performance evaluations, growth opportunities, product updates, and strategic alignment, ensuring every PEM is focused on expansion.

• Maintain thorough Partnership Profiles that outline clear objectives, growth initiatives, health metrics, and relationship maps.

• Travel to meet pharmacy partners for in-person discussions, problem discovery sessions, demonstrations, user feedback meetings, and relationship-building events.

• Steer cross-functional initiatives for your accounts, coordinating with Clinical Operations, Enterprise BD, Scheduling, Intake, Billing, and Technology to swiftly resolve issues impacting growth and maintain strong relationships.

• Represent the voice of the partner in product roadmap discussions, conveying pharmacy challenges, insights, and usage patterns to enhance adoption and utilization.

• Oversee and refine our Partner Success playbooks in collaboration with leadership, transforming insights into scalable growth strategies and engagement tactics that foster partner involvement and referral growth.

• Collaborate with leadership to translate Partner Success Lodestars (the capabilities that enable our “How to win” strategy) into portfolio-level strategies and quarterly action plans, including account tiering logic, target-setting methodologies, and account prioritization.

• Keep partnership notes, account records, and deals updated in HubSpot to ensure portfolio health is always visible across teams and is comprehensible to both humans and agents.

⛳️ Requirements

• Over 5 years of experience in account management, customer success, partner success, or sales roles in B2B healthcare, SaaS, or healthcare services.

• Familiarity with specialty pharmacy, home infusion, or complex clinical services.

• Proven track record of owning and achieving volume, revenue, or GMV growth targets across a portfolio of 20+ accounts; you can naturally discuss the results you achieved.

• Demonstrated ability to create growth-oriented strategies: diagnosing underperformance in an account, developing a plan to address it, and measuring the outcomes.

• Capability to step back from individual accounts to identify trends and opportunities across a portfolio.

• Experience in onboarding and training users on products, showing a positive impact on usage metrics.

• Exceptional relationship-building and communication skills; equally adept at presenting to leadership or troubleshooting with frontline teams.

• Proficient in extracting and interpreting account-level data to identify performance gaps, monitor portfolio health, and support decision-making; comfortable with analytics dashboards and capable of translating data into a coherent narrative.

• Comfortable learning about technical products and explaining them to diverse audiences.

• Collaborative across functions with a consultative approach focused on outcomes and partner challenges.

• Experience in startups or adaptability to ambiguity, rapid change, and building from the ground up.

• Self-motivated and proactive; able to identify and resolve challenges before they become evident in the metrics.

• Experience with a quota or variable compensation linked to growth outcomes.

• Previous experience as an early team member on a customer success or account management team, contributing to the development and scaling of the function.

• Preferred skills: Experience collaborating with clinical or operational healthcare stakeholders.

• Familiarity with HubSpot CRM and analytics platforms like Omni; experience creating or maintaining account dashboards that highlight health metrics and growth trends.

🏝️ Benefits

• Medical, dental, and vision coverage.

• 401k matching program.

• Generous option grants with an equity refresh plan.

• Unlimited paid time off (PTO) with minimum days required.

• Paid parental leave.

• Monthly stipend for phone and internet expenses.

• Annual learning stipend for professional development.

• Health Savings Account (HSA) and Flexible Spending Account (FSA).

• Voluntary insurance options for Life, Accident, Hospital, and Critical Illness.

• No commute required. Work from anywhere (during or around US hours).