Partner Success Manager

About the role

The Role: As a Partner Success Manager at Payabli, you are the north star for our partners—their trusted advisor and advocate as they navigate their payments journey post-integration. You'll serve as the single source of truth, guiding partners to measurable success while ensuring they maximize the value of Payabli's platform.

Strategic Partner Management

• Own the post-integration experience for a portfolio of partner accounts, serving as their primary point of contact and trusted advisor
• Build deep, consultative relationships with key stakeholders including executives, product leaders, and technical teams
• Develop customized success plans that align partner business objectives with Payabli's capabilities and roadmap
• Act as the voice of the partner internally, ensuring their needs are understood and prioritized across Product, Engineering, Sales, and Operations teams

Partner Enablement & Adoption

• Drive platform adoption by coordinating training, feature rollouts, and strategic touchpoints tailored to each partner's needs
• Conduct regular business reviews to assess performance, review key metrics, and identify optimization opportunities
• Proactively monitor partner health indicators and intervene early to address concerns or remove blockers
• Educate partners on industry best practices, compliance requirements, and emerging payment trends relevant to their vertical

Growth & Retention

• Identify and execute expansion opportunities including upsells, cross-sells, and new use cases that align with partner goals
• Ensure high retention rates by delivering measurable outcomes, maintaining partner satisfaction, and mitigating churn risk
• Develop and execute strategies to increase transaction volume, merchant acquisition, and revenue generation for partners
• Collaborate with Sales to support contract renewals and identify opportunities for deeper partnership engagement

Problem Resolution & Advocacy

• Own issue resolution from intake through resolution, coordinating with Support, Engineering, and Operations as needed
• Manage escalations with urgency and transparency, keeping partners informed throughout the resolution process
• Synthesize partner feedback and pain points to inform product roadmap decisions and service improvements
• Navigate complex situations including underwriting challenges, funding discrepancies, and integration issues with confidence and composure

Data-Driven Decision Making

• Track and analyze key performance indicators including partner health scores, processing volumes, approval rates, and merchant concentration
• Provide regular reporting to partners and internal stakeholders on account performance, risks, and opportunities
• Use data insights to make strategic recommendations and drive continuous improvement in partner outcomes
• Maintain accurate records in CRM systems to ensure visibility and collaboration across teams