Customer Success Manager, Partners Team
About the Opportunity
The organization is driving the future of digital identity. This role is for individuals who know how to make an impact. These are self-starting professionals who thrive in a fast-paced environment, process information quickly, and make intelligent decisions. The work is challenging and requires not only intelligence but also natural curiosity and tenacity. Teamwork is also important – working together and playing together.
Key Responsibilities
Establish a reputation as a trusted advisor via regular business reviews presenting the status of the partnership, reviewing active and future joint integrations, and demonstrating the value the organization delivers to the partner's portfolio.
Quickly become a subject matter expert on partners’ business models and downstream use cases while striking a healthy balance between partner satisfaction and delivering mutual business value.
Primarily responsible for achieving corporate objectives measured by a Partner Net Promoter Score (NPS) and overall health of the partner portfolio.
Responsible for forecasting live revenue flowing through partners, developing a deep understanding of partner-led pipelines, and tracking any seasonality tied to their specific industries.
Monitor partner contract renewals and work proactively to secure renewals on time. Work closely with Partner Account Managers to strategize on volume commitments, added AGV, and up-selling/cross-selling additional products into the partner's tech stack or marketplace.
Organize and host executive-level QBRs with partner leadership to align on mutual commercial goals, joint-marketing initiatives, and long-term ecosystem plans.
Present areas of optimization to partners via collaboration with Account Directors and Technical Account Managers to maximize the adoption and value of the organization's solutions.
Responsible for the creation, tracking, and escalation of partner-specific internal ticketing needs across Support, SC, Product, Data Science, and Fraud teams.
Develop a deep understanding of the organization's products and how they embed into third-party platforms. Stay updated on the latest features, and effectively communicate how these updates benefit both the partner and their end-users.
Qualifications and Experience
3 to 5 years in a customer-facing or partner-facing role, such as Channel Customer Success, Partner Management, Account Management, or Indirect Sales.
Excellent project management, relationship-building, and long-term alliance planning skills.
Strong written and verbal communication, documentation, presentation, interpersonal, and partner-service skills.
Possess experience within a highly regulated market (i.e., Fintech, Insurance, Retail, Banking).
Knowledge of digital identity and Authentication is strongly preferred.
Prefers channel-selling strategies, enablement experience, and negotiation skills.
Aptitude and passion for technology, ecosystem KPIs, data, and building B2B2C business cases.
Excellent ambition and desire to grow and expand your career within a fast-paced channel ecosystem.
Track record of building and maintaining successful partner or multi-stakeholder relationships.
Experience in cybersecurity, fintech, or a fast-growing startup is strongly preferred.
Experience with technical data platforms such as Splunk, Looker, etc., and investigating API transactions is preferred.
Promote, maintain, and enhance the organization's cultural values of humility, passion, inclusion, and leadership.
Strong passion for learning about the organization's products and markets through in-house and external training.
Experience in high-growth / pre-IPO Technology companies.
Pay & Benefits
The anticipated salary pay range for Metro 2 areas for this role is $120,000 - $135,000 plus sales incentive plan. The anticipated salary pay range for Metro 3 areas for this role is $110,000 - $130,000 plus sales incentive plan. Offered salary will be determined by the applicant's experience, knowledge, skills, geo-location and abilities as well as internal equity and alignment with market data.