Customer Success Manager

General Summary

The Partner Success Manager I/ Customer Success Manager is responsible for alignment at the leadership level of our partners while building and maintaining strong relationships to help these select partners progress on their transformation journey. This role works in partnership with cross-functional teams to help customers accelerate business value and ROI from their investment with ConnectWise.

Essential Duties and Responsibilities

• Provides support to cross-functional teams, with a high attention to detail.
• Uses internal tools (e.g. Gong, Gainsight, Salesforce) to Research, analyze, and document findings.
• Ensures that partners maximize ROI and adoption, and collaborates with other ConnectWise stakeholders to ensure adoption and a successful renewal.
• Buils and nurtures relationships across accounts to solidify our partnership and commitment to the partner.
• Effectively networks within accounts to help partners achieve their objectives.
• Maintains and monitors partner usage data, health indicators, partner maturity scores, renewal dates, and growth opportunities and translates into strategies for success.
• Develops an understanding of typical business challenges faced by partners to address their needs.
• Identifies risks to the partner that inhibit their stated business goals and creates mitigation strategies.
• Navigates customer organizational structures to identify and build relationships with executives and stakeholders.
• Proposes solutions to partner problems based on the ConnectWise platform aligned to playbooks; escalates complex scenarios to senior resources.
• Identifies escalations and coordinates resolution with leadership and cross-functional teams.
• Conducts regular Quarterly Business Reviews (QBRs) with partners to assess performance, identify opportunities for growth, and strengthen strategic alignment.

Knowledge, Skills, and/or Abilities Required

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Experience with Customer Success fundamentals.
• Ability to understand and articulate impact of new technology/processes to partner use cases.
• Strong communication, organizational and analytical skills.
• Possesses true grit and is driven to win.
• Ability to quickly grasp and distinctly explain technological and business concepts.
• Effective at leading and facilitating partner executive meetings (QBRs).
• Effectively adapts to changing priorities and transitions between tasks seamlessly, delivering results under tight deadlines.
• Demonstrates comprehensive knowledge of SaaS business models, including subscription management, cloud-based service delivery, product scalability, security protocols, and customer relationship best practices.

Preferred

• Working knowledge of ConnectWise products and platform features, capabilities, and best use cases.

Education/Vocational/Previous Experience Recommendations

• Bachelor’s degree in related field or equivalent business experience.
• 1+ years of relevant experience.
• Working knowledge of ConnectWise products and platform features, capabilities, and best use cases.

Working Conditions

• Remote or hybrid depending on location.
• 30% travel may be required.

ConnectWise is an Equal Opportunity Employer

ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws. The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at talentacquisition@connectwise.com or 1-800-671-6898.