Partner Success Manager

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

📋 Description

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

• Develop and implement tailored growth strategies for each account: pinpoint obstacles limiting volume, apply solutions, and assess the referral impact of every initiative you execute.

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

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

• Facilitate the onboarding of GTAs to ensure quick time-to-value: aiming for first referrals within 30 days of launching in a new geographical area.

• Analyze trends across your portfolio to uncover root causes affecting multiple branches, subsequently transforming successful strategies into repeatable practices that can be applied across accounts.

• Thoroughly measure and comprehend the health of each account, focusing on metrics such as staffing rate, active SP Operators, Portal referral share, patient churn, and progression in partnership maturity.

• Keep account information accurate and up to date in our CRM (HubSpot), ensuring that portfolio health, referral trends, and relationship history remain visible to you and leadership.

• Establish and nurture trusted relationships with specialty pharmacy User Buyers in your portfolio.

• Conduct the Partnership Experience Meeting (PEM) cadence, including performance reviews, growth opportunities, product updates, and strategic alignment, ensuring every PEM is geared toward expansion.

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

• Manage the Partnership Kick-off Meetings cadence for all GTAs.

• Travel to meet pharmacy partners for face-to-face meetings, problem discovery, demonstrations, user feedback sessions, and relationship-building activities.

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

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

• Take charge of evolving our Partner Success playbooks alongside leadership, transforming insights into repeatable growth strategies and engagement tactics that foster partner engagement and referral growth.

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

• Keep partnership notes, account records, and deals up to date in HubSpot, ensuring portfolio health is visible across teams and is comprehensible to both humans and agents.

⛳️ Requirements

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

• Background in 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 over 20 accounts; you can naturally discuss the outcomes you have achieved.

• Demonstrated capability to craft growth-focused strategies: assessing reasons for account underperformance, devising plays to address them, and measuring the results.

• Ability to step back from individual accounts to identify patterns and opportunities across the portfolio.

• Experience in onboarding and training users on products, showcasing a measurable impact on usage metrics.

• Strong skills in relationship-building and communication; equally effective in presenting to leadership or troubleshooting with frontline teams.

• Comfortable extracting and interpreting account-level data to identify performance gaps, track portfolio health, and inform decision-making; adept in analytics dashboards and capable of narrating a clear story from numbers.

• Proficient in learning technical products and articulating them to varied audiences.

• A collaborative cross-functional team player with a consultative mindset focused on outcomes and partner challenges.

• Familiarity with startup environments or comfort with ambiguity, rapid change, and building processes from the ground up.

• Self-motivated and proactive; you identify and tackle challenges before they become evident in performance metrics.

• Experience managing a quota or variable compensation linked to growth results.

• Prior experience as an early team member in a customer success or account management capacity, where you contributed to building and scaling the function.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage.

• 401k matching program.

• Generous stock options with an equity refresh plan.

• Unlimited paid time off with minimum days required.

• Paid parental leave policy.

• Monthly stipend for phone and internet expenses.

• Annual Learning Stipend for professional development.

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

• Voluntary life, accident, hospital, and critical illness insurance.

• Flexibility to work remotely without a commute, while aligning with US hours.