Director of Partner Success

Gyde · New York, NY · 2 mo ago

HybridOTHR$5/hrFull-time

About Us

Insurance brokers sit at the intersection of care, cost, and access — yet remain one of the most underleveraged assets in the $5T healthcare value chain. They guide millions of Americans through plan selection, coverage questions, and care navigation, yet still rely on spreadsheets, manual workflows, and outdated tools that limit their growth and impact.

Gyde is reimagining this. We’re building the first AI-native insurance brokerage platform—a system that learns from every client interaction to automate operations, power intelligent voice and chat experiences, and predict the right coverage and products for every individual or business.

Our approach combines acquisition and AI: we acquire traditional brokerages and transform them into next-generation, data-driven organizations. Through Gyde’s platform, agencies run more efficiently, serve clients more personally, and scale faster than ever before.

Role Summary

We're looking for a technical builder to be Gyde's next Director of Partner Success and own GydeOS adoption across every newly acquired agency — from the agency owner's first login to full downline broker activation. There's a real function to build here: implementation playbooks, quality gates, training curricula, dashboards, and the one-off tooling. You're the person who leads the building of all of it, pulling in your team where it makes sense, and partnering with Product & Engineering when something calls for a more durable, platform-level solution.

Key Responsibilities

Build the Implementation Engine

Own implementation playbooks and SOPs, and define quality gates across commissions configuration, hierarchy mapping, book-of-business ingestion, carrier contracting, and campaign/AI Skill setup
Document and train the team on how to configure Gia (our AI agent) to each agency's specific book, carriers, line-of-business entitlements, and workflows
Own internal team training and external agent/broker training, including continuing to build out customer service workflows and FAQ pages (via Looms, Arcade walkthroughs, etc.) and the broader training curriculum and enablement library — email templates, SLAs, recurring webinars, and train-the-trainer materials for downline enablement waves
Partner most closely with Product on new feature and product rollouts, and with Marketing, to train external agents and brokers on new capabilities as they ship
Drive downline broker onboarding and adoption at scale, not just the agency owner relationship
Continuously improve implementation speed, quality, and consistency

Build the Technical Toolkit

Build one-off data transformations, scripts, and troubleshooting tools to solve agency-specific problems — using AI coding tools as a daily part of your workflow
Build dashboards and reporting that make onboarding health visible — for a single agency and across the entire portfolio — so gaps get caught before they become escalations
Stand up one-off CRM implementations for agencies outside our supported connector set, and source or implement supporting vendor tools (commissions, contracting, licensing, ticketing, etc.) as gaps emerge
Partner with Product & Engineering to convert recurring one-off fixes into permanent, automated GydeOS capability

Consume & Lead the Partner Success Team

Hire, onboard, coach, and develop a high-performing team of Partner Success Specialists
Set and hold the technical and operational bar the team is measured against — you can do the hardest version of anyone's job on the team
Set and monitor SLAs for the team, and coach specialists to consistently meet them
Own capacity planning, staffing, and resource allocation across concurrent implementations
Work in close collaboration with Partner Growth to make time-to-value the central metric of every implementation — your goal is to develop an implementation playbook that completes GydeOS deployment within 3-4 weeks from every agency’s close date

What You Bring And Who You Are

Deep fluency in SQL and Python for data validation, transformation, and one-off scripting — you're not afraid of a messy CSV or a broken upload
Daily, practical experience with AI coding tools (Claude Code, Codex, or similar) to build and debug independently and move faster than a ticket queue allows
A track record of building BI/analytics dashboards and reporting from scratch to give stakeholders visibility into a process or system
Experience building implementation or onboarding functions (playbooks, SOPs, quality standards, training curricula)from scratch through a period of rapid growth
Strong operational instincts — you naturally think in process design, automation, capacity planning, and continuous improvement
Commercial mindset who indexes on revenue growth and knows how to work with Sales teams to drive towards high-pressure targets and build scrappy solutions when needed
Cross-functional fluency with Product and Engineering, with the judgment to know when a fix should stay one-off and when it should become permanent product
Experience as the most senior technical resource on a team — someone both teammates and clients escalate to, not just someone who manages people who do the work (think: solutions engineering lead, forward-deployed engineer, or technical implementation lead)
Excellent, trust-building people skills; comfort being the face of the company on high-stakes, sensitive agency relationships involving commission and financial data
Willingness to travel roughly 25% during active implementations

What We Offer

A competitive benefits package to all employees
Flexible (Unlimited) Paid Time Off
Medical, Dental, and Vision benefits for you and your family
Retail Plan (e.g., 401K)
Parental Leave