Partner Success Representative

Duties And Responsibilities

• Serve as the dedicated point of contact for an assigned portfolio of retail agent and broker partners, building trusted, long-term relationships that drive platform loyalty and submission growth
• Conduct regular check-ins, business reviews, and performance conversations with partners to assess platform utilization, identify friction points, and surface opportunities for deeper engagement
• Proactively monitor partner activity and health metrics—flagging at-risk accounts and taking swift action to re-engage or escalate as needed
• Advocate for partners internally by surfacing feedback to product, operations, and leadership teams and following through on commitments made to the field
• Own the end-to-end onboarding experience for new agent and broker partners—guiding users from initial activation through training, first submission and ongoing platform fluency
• Develop and execute adoption plans tailored to each partner’s business model, submission mix, and technology comfort level, with clear milestones and success metrics
• Organize, lead, and continuously improve webinars, virtual training sessions, and live meetings that educate partners on platform features, appetite updates, and workflow best practices
• Track and report on user adoption rates, engagement trends, and platform utilization by partner segment, using data to prioritize outreach and improvement efforts
• Partner with the sales team to support new partner acquisition—participating in demos, onboarding handoffs, and early relationship development
• Identify expansion opportunities within the existing partner base, including new lines of business, additional users, or increased submission volume, and coordinate with sales to act on them
• Contribute to the development of partner-facing materials including guides, FAQs, case studies, and communication templates that support adoption and retention
• Support marketing initiatives including email campaigns, partner newsletters, and industry event participation that reinforce the iBynd + SEMSEE brand with the agent and broker community
• Maintain accurate and up-to-date records of partner interactions, adoption milestones, issues, and action items in the CRM system
• Collaborate with the product team to communicate partner feedback, document feature requests, and participate in user research or beta testing initiatives
• Work closely with underwriting and operations teams to resolve submission issues, appetite questions, and platform workflow escalations on behalf of partners
• Prepare and deliver regular reporting on portfolio health, adoption KPIs, and partner satisfaction to Customer Success leadership

Qualifications

• Bachelor’s degree required
• 3+ years of experience in account management, customer success, or a client-facing partnership role, with a demonstrated track record of managing and growing a portfolio of accounts
• Demonstrated history of driving relationships that result in measurable user adoption, engagement, or revenue growth
• Exceptional verbal and written communication skills—able to present confidently to groups, facilitate productive conversations, and produce clear written materials for varied audiences
• Experience organizing and leading webinars, virtual training sessions, or in-person partner meetings
• Superior organizational skills with the ability to manage multiple partner relationships, action items, and priorities simultaneously without dropping commitments
• Proficiency in the Microsoft Office Suite with solid working knowledge of Excel and PowerPoint (or equivalent tools such as Google Sheets and Slides)
• Ability to operate effectively in a fast-paced, evolving environment where processes, products, and priorities shift quickly
• Genuine drive to help partners achieve success—a relationship-first mindset backed by accountability and follow-through
• Property and Casualty insurance industry experience strongly desired; familiarity with commercial lines, wholesale distribution, or the retail agent/broker community is a significant advantage
• Experience working at or with a wholesale broker, MGA, insurtech platform, or carrier in a customer-facing capacity
• Marketing experience including content creation, email campaigns, partner communications, or event coordination
• Familiarity with CRM platforms (Salesforce, HubSpot, or equivalent) and the discipline to maintain accurate records and pipeline data
• Experience using data and reporting tools to monitor account health, track KPIs, and communicate performance to leadership
• Comfort navigating and explaining SaaS or digital platforms to non-technical users; prior experience in an insurtech or fintech environment a plus