Partner Success Manager

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

📋 Description

• Take ownership of quarterly referral targets for your accounts and proactively adjust strategies when metrics show unfavorable trends.

• Create and implement growth strategies tailored to each account: identify obstacles hindering volume, execute solutions, and assess the referral impact of each initiative you undertake.

• 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, streamline referral workflows, and enhance utilization of the Float Pharmacy Portal.

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

• Onboard GTAs to ensure rapid value realization: achieve first referrals within 30 days of launching in a new geographic area.

• Analyze trends across your portfolio to pinpoint root causes affecting multiple branches, then convert successful plays into repeatable strategies applicable across accounts.

• Assess and comprehend the health of each account thoroughly: staffing rates, active SP Operators, Portal referral share, patient churn, and progression of partnership maturity.

• Keep accurate and updated account records in our CRM (HubSpot) to maintain visibility of portfolio health, referral trends, and relationship history for both you and leadership.

• Establish and nurture trustworthy relationships with specialty pharmacy User Buyers throughout your portfolio.

• Conduct the Partnership Experience Meeting (PEM) cadence: performance reviews, growth opportunities, product updates, and strategic alignment, with every PEM focused on expansion.

• Travel to meet pharmacy partners for in-person 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 quickly resolve issues affecting growth while maintaining strong relationships.

• Act as the partner's voice in product roadmap discussions, conveying pharmacy challenges, insights, and usage patterns to enhance adoption and utilization.

• Develop and refine our Partner Success playbooks in collaboration with leadership, transforming insights into repeatable growth strategies and engagement tactics that enhance partner engagement and referral growth.

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

• Maintain partnership notes, account records, and deals up-to-date in HubSpot to ensure portfolio health is visible across teams and is both human- and agent-readable.

⛳️ Requirements

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

• Experience 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 outcomes you have driven.

• Demonstrated ability to devise growth-oriented strategies: diagnosing underperformance in an account, creating a plan to address it, and measuring the results.

• Capability to view individual accounts from a broader perspective to identify patterns and opportunities across a portfolio.

• Experience in onboarding and training users on products with a proven impact on usage metrics.

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

• Proficient in extracting and interpreting account-level data to identify performance gaps, monitor portfolio health, and inform decisions; comfortable navigating analytics dashboards and translating data into a coherent narrative.

• Able to understand technical products and explain them to diverse audiences.

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

• Familiarity with startup environments or comfortable navigating ambiguity, rapid changes, and building from the ground up.

• Self-motivated and proactive; you identify and resolve challenges before they manifest in the numbers.

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

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

🏝️ Benefits

• Medical, dental, and vision coverage.

• 401k matching program.

• Generous equity options with a refresh plan.

• Unlimited paid time off with minimum required days.

• Paid parental leave.

• Monthly stipend for phone and internet expenses.

• Annual learning stipend.

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

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

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