Partner Success Specialist

About the role

The Partner Success Specialist plays a crucial role within Bold Penguin's Partner Success team. This position serves as a bridge between operational execution, relationship management, and growth. The Specialist is responsible for the behind-the-scenes work that ensures partners run smoothly, covering onboarding and platform implementation, day-to-day operational support, ticket management, and internal coordination.

Responsibilities

• Operational Execution & Platform Support:
  • Manage and triage incoming partner support tickets, ensuring timely routing, resolution, and documentation of all requests
  • Handle back-end platform tasks, including partner configurations, account updates, and system maintenance
  • Support onboarding workflows by completing internal setup tasks, coordinating with technical teams, and ensuring all back-end requirements are met prior to partner go-live
  • Maintain accurate and up-to-date records across internal systems, including CRM updates, partner notes, and task tracking tools
  • Document internal processes and maintain SOPs to support team consistency and efficiency
• Reporting, Analytics & Cross-Functional Collaboration:
  • Monitor partner health metrics, dashboards, and engagement signals, flagging any anomalies, risks, or data inconsistencies to the appropriate team member
  • Prepare internal reporting, partner performance summaries, and business review materials to support senior Partner Success Managers
  • Cross-functionally with Product, Engineering, and Operations to track and follow through on open items and escalations
  • Support the Partner Success Manager in executing success plans and tracking action items to completion
  • Relay partner feedback and needs internally to ensure client priorities are communicated and met across the organization
• Partner Relationship & Success (Developing):
  • Shadow and support senior Partner Success Managers as the primary point of contact for assigned enterprise & strategic brokerage partners
  • Support the execution of tailored success plans for each partner, including preparation for regular business reviews to assess health, address challenges, and drive platform optimization
  • Monitor partner health metrics and engagement signals, helping to identify risks to satisfaction or retention early and escalating to the appropriate team member
  • Help ensure partners understand and maximize Bold Penguin's full capabilities, building toward the ability to independently educate and advocate on the platform's value
  • Develop familiarity with the complete partner lifecycle from onboarding through retention, including how risks are identified, churn is prevented, and upsell and expansion opportunities are surfaced, with the goal of owning these responsibilities independently over time
• Other duties and responsibilities as assigned.

Growth Path to Customer Facing

This role is intentionally designed as a development position with a clear path to full partner-facing responsibility. As you build deep platform knowledge, operational expertise, and an understanding of Bold Penguin's partner base, you will take on increasing direct partner interaction, including participating in business reviews, supporting onboarding calls, and ultimately owning your own book of partners. We are looking for someone who is ambitious, relationship-oriented, and ready to grow into a senior partner-facing role within the organization.

Requirements

• Bachelor's degree or equivalent experience in Customer Success, Account Management, Business, Operations, or a related field
• 2–4 years of experience in customer success, account management, operations, or program management; SaaS or Insurtech experience strongly preferred
• Commercial insurance familiarity preferred; prior Insurtech experience a plus
• Proven ability to manage multiple workstreams simultaneously with strong attention to detail and follow-through
• Strong relationship builder with excellent cross-functional communication skills and a client-first mindset — eager to apply those skills in a partner-facing capacity over time
• Comfortable working in ticketing and CRM systems such as Jira, Salesforce, or HubSpot
• Clear and professional written, verbal, and presentation skills
• Organized, detail-driven, and committed to clear documentation with a strategic mindset and the ability to act tactically when needed
• Self-starter who works well both independently and as part of a collaborative team
• Comfortable with ambiguity and able to adapt quickly in a fast-moving startup environment

Physical Requirements

Must be able to sit/stand/walk for prolonged periods of time, (up to 8 hours per day) at a desk working on a computer. Must be able to use standard office equipment for extended periods of time, including but not limited to, a mouse, keyboard, phone and video conferencing.