Partner Success Manager

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

📋 Description

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

• Create and implement growth strategies tailored to each account: pinpoint obstacles hindering volume, apply effective solutions, and evaluate the referral impact of each initiative you execute.

• Collaborate directly with User Buyers and Detailed Buyers (branch managers, Directors of Nursing, patient care coordinators, and nursing coordinators) to position 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 advocate for Float internally and drive volume towards us.

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

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

• Gain a deep understanding of each account's health metrics: staffing rates, active SP Operators, Portal referral share, patient churn, and progression in partnership maturity.

• Keep accurate and up-to-date records in our CRM (HubSpot) so portfolio health, referral trends, and relationship histories are always accessible to you and leadership.

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

• Facilitate the Partnership Experience Meeting (PEM) cadence: conduct performance reviews, identify growth opportunities, provide product updates, and ensure strategic alignment, with each PEM focused on expansion.

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

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

• Travel to meet pharmacy partners for in-person discussions, 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 and maintain strong relationships.

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

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

• Collaborate with leadership to convert Partner Success Lodestars (the capabilities making our 'How to win' strategy possible) into portfolio-level strategies and quarterly plans, which include account tiering, target-setting methodologies, and account prioritization.

• Keep partnership notes, account records, and deals updated in HubSpot to ensure that portfolio health is transparent across teams and easily understood by both humans and agents.

⛳️ Requirements

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

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

• Proven history 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 capability in designing strategies focused on growth: diagnosing underperformance in accounts, creating effective plays to address issues, and measuring the impact of those plays.

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

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

• Excellent relationship-building and communication skills; proficient at presenting to leadership and troubleshooting with frontline teams.

• Comfortable extracting and interpreting account-level data to pinpoint performance gaps, track portfolio health, and support decision-making; adept at using analytics dashboards and translating data into a compelling narrative.

• Able to learn technical products and explain them to diverse audiences effectively.

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

• Experience in a startup environment or comfort with ambiguity, rapid change, and building from the ground up.

• Self-motivated and proactive; you tackle challenges before they become apparent in the metrics.

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

• Experience 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.

• Generous option grants with an equity refresh plan.

• Unlimited PTO with a minimum number of days.

• Paid parental leave.

• Monthly stipend for phone and internet expenses.

• Annual Learning Stipend.

• HSA & FSA options.

• Voluntary Life, Accident, Hospital, and Critical Illness Insurance.

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