Partner Success Manager

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

📋 Description

• Oversee customer onboarding by crafting implementation strategies, coordinating with internal teams, delivering product training, and providing necessary tools and resources.

• Guarantee a smooth transition from the Account Executive post-contract execution.

• Propel product adoption and partner engagement.

• Act as the main point of contact for designated enterprise partners.

• Cultivate trusted relationships and proactively address evolving business requirements.

• Conduct Quarterly Business Reviews focused on utilization, outcomes, adoption, performance, and potential opportunities.

• Collaborate with Sales, Support, Product, and internal teams to address any issues.

• Collect customer feedback and relay insights for ongoing enhancements.

• Monitor account health, identify risks, advocate for customer needs, and foster adoption and retention.

• Lead renewal strategies and partner with the Account Executive on expansion, cross-sell, and upsell opportunities.

• Showcase business value and assist partners in achieving their accessibility and communication goals.

• Keep accurate CRM records including onboarding milestones, communications, health metrics, and opportunities.

• Stay updated on products, services, features, pricing, and customer resources.

• Work with leadership to refine customer success processes and enhance business outcomes.

⛳️ Requirements

• A minimum of 3 years of professional experience in Customer Success, Partner Success, Account Management, Enterprise Account Management, or a similar customer-facing role.

• Proven experience in managing B2B customer relationships throughout the post-sale lifecycle.

• Capability to build trusted customer relationships and support long-term account success.

• Experience in leading customer meetings, presentations, product demonstrations, onboarding sessions, or training workshops.

• Excellent verbal, written, interpersonal, presentation, and relationship-building skills.

• Ability to grasp customer business objectives and articulate product and service value.

• Familiarity with Salesforce, HubSpot, or a comparable CRM.

• Strong organizational skills with the ability to manage multiple accounts, priorities, and deadlines.

• Ability to work independently, display initiative, and maintain accountability.

• Competence in collaborating with cross-functional teams in a remote, fast-paced environment.

• Capacity to handle customer, contractual, financial, and organizational information confidentially and professionally.

• Proficiency in American Sign Language and experience within the Deaf and/or hard of hearing community is essential.

• Experience in supporting enterprise or strategic customer accounts is preferred.

• Background in B2B, SaaS, technology, telecommunications, accessibility, language access, or service-oriented environments is preferred.

• Experience conducting QBRs or executive business reviews is preferred.

• Experience in supporting retention, renewals, and expansion efforts is preferred.

• Knowledge of accessibility practices and communication needs for the Deaf and hard-of-hearing community is preferred.

• Ability to work independently with ownership, accountability, and sound judgment.

• Willingness to travel periodically.

• Valid passport for travel.

• Flexibility to work a varied schedule when needed.

• Ability to represent Convo in a professional manner while promoting accessible communication, diversity, equity, inclusion, and accessibility.

🏝️ Benefits

• Commission in addition to a salary range of $65,000–$70,000 USD.

• Opportunities for continuous learning and professional development.

• Chance to expand skill sets.

• Flexible scheduling when business needs arise.

• Occasional travel for customer meetings, conferences, training, and industry events.