Sr. Customer Success Manager - Partnerships

About the Role

As Continuous prepares for its next phase of growth, we're doubling down on the partnerships that carry outsized weight in our ecosystem — the CUSOs and Datacenters that run OpCon not just for themselves, but on behalf of the thousands of credit unions and their members who depend on it working, every day, without anyone downstream ever having to think about it.

We're hiring a Partner Customer Success Manager to own these relationships end-to-end: to be the person a CUSO or Datacenter IT leader calls first, the person who understands how a single automation decision cascades across dozens of member institutions, and the person who ensures our growing network of reseller partners can sell, implement, and support OpCon with confidence. This is a role built for someone who treats complexity as the job, not an obstacle to it.

At Continuous, we make the complex simple for financial institutions — and this role exists because CUSO/Datacenter and reseller relationships are, by nature, some of the most complex we have. You'll own the full lifecycle for a defined portfolio of CUSO and Datacenter partners: relationship ownership, retention and expansion, executive business reviews, and account planning that maps their OpCon investment to the needs of the credit unions behind them. In parallel, you'll operate as the day-to-day point of contact for our reseller network, working in lockstep with the Partnership Growth team to keep resellers enabled, supported, and unblocked — never confusing operational support with the strategic ownership that stays with Partnership Growth.

Responsibilities

• CUSO & Datacenter Relationship Ownership — For your assigned CUSO and Datacenter accounts, you are the primary point of contact and trusted advisor — full ownership of the relationship across their OpCon workload automation environment. You'll lead Quarterly and Executive Business Reviews with CUSO and Datacenter IT leadership, aligning our roadmap with their automation strategy and with the operational realities of the credit unions they serve. You'll build account plans that map partner objectives to OpCon's capabilities — job scheduling, file transfer, self-service, disaster recovery — and understand, deeply, how decisions made at the CUSO level ripple outward to every member credit union underneath it.
• Reseller Partner Operations — You'll serve as the day-to-day operational point of contact for our reseller network — the partners who sell, implement, and support OpCon with their own end customers. You'll coordinate deal registration, pricing and quoting support, and issue escalation so resellers can operate without friction, and ensure their teams are enabled on new features, releases, and best practices, pulling in Product Marketing and Enablement as needed.
• Retention & Growth — Across both your CUSO/Datacenter portfolio and reseller-sourced accounts, you own retention and expansion targets — tracked through NRR, GRR, and expansion pipeline specific to this segment. You'll proactively identify at-risk accounts by watching adoption signals, support volume, and stakeholder turnover, mobilizing internal resources before problems become renewal conversations. You'll help CUSO and Datacenter partners quantify the ROI of their OpCon investment — uptime gains, reduced manual workload, IT resource savings — so the value of the partnership is never in question at renewal or expansion time.
• Cross-Functional Orchestration & CRM Discipline — You'll act as the internal advocate for your CUSO/Datacenter and reseller partners — making sure Sales, Product, Professional Services, and Support understand what's at stake in each relationship and respond with appropriate urgency. You'll maintain disciplined use of Salesforce (contact maps, health scores, risk indicators, account history) and Gainsight (health scoring, playbook execution, renewal risk workflows) as the system of record. You'll also be the conduit for structured feedback — escalating partner input, product gaps, and enhancement requests to Product and Engineering with the business context that makes them actionable.

Onboarding Milestones

• In your first 6 weeks — Learn the terrain: the partners, the platform, the players.
  • Meet every assigned CUSO/Datacenter executive stakeholder and begin building the relationships that will anchor your portfolio.
  • Understand the current health, usage, and OpCon footprint of each CUSO/Datacenter account, and the reseller accounts in your support scope.
  • Learn OpCon well enough to speak credibly with IT leadership about job scheduling, file transfer, self-service, and disaster recovery use cases.
  • Meet the Partnership Growth team and establish how you'll divide and coordinate reseller support.
  • Get fluent in Salesforce and Gainsight as they're used for this portfolio.
• In your first 3 months — Take ownership and build the mutual success plan.
  • Own day-to-day operations across your CUSO/Datacenter and reseller portfolio.
  • For each CUSO/Datacenter partner, align on mutual outcomes and document a success plan tying their goals to OpCon's capabilities.
  • Run your first Quarterly/Executive Business Review independently.
  • Establish a reliable cadence with resellers for deal registration, pricing support, and escalation handling.
  • Build the health-score and risk-tracking discipline in Gainsight/Salesforce that will carry your renewal conversations.
• Within 9 months — Be the trusted expert your partners escalate to.
  • Deliver on retention and expansion targets for your portfolio.
  • Be recognized by CUSO/Datacenter executives as a trusted advisor — not a vendor contact.
  • Proactively surface expansion opportunities before your partners ask.
  • Escalate structured, well-contextualized partner and product feedback that visibly influences roadmap conversations.
  • Operate with full independence across the complexity of managing both direct and channel relationships simultaneously.

Requirements

• Executive Presence — Comfortable and credible in front of C-suite/IT leadership at CUSOs and Datacenters, translating technical automation concepts into business terms without deferring or over-explaining.
• Segment Fluency — Deep, working knowledge of the credit union ecosystem — how CUSOs and Datacenters operate as shared-service providers to their member credit unions — and enough workload automation literacy to speak credibly with IT stakeholders about job scheduling, batch processing, and orchestration.
• Dual-Mode Relationship Management — The discipline to hold direct account ownership and channel/operational support simultaneously, adapting approach to each without conflating the two or overstepping into what Partnership Growth owns.
• Analytical Mindset — Data-driven; spots patterns across a mixed portfolio of direct and channel relationships and uses them to get ahead of risk rather than react to it.
• Intellectual Curiosity — Genuinely curious about how partners' businesses work; asks the next question rather than accepting the first answer, especially in a multi-tenant environment where the real stakeholder is often several layers removed.
• Cross-Functional Orchestration — Coordinates Sales, Product, Professional Services, and Support around what's at stake in a relationship, without formal authority over any of them.
• Operational Rigor — Treats account documentation and health tracking as core to the job, not an administrative afterthought; keeps a clean, current picture of every relationship so nothing falls through the cracks.

Benefits

• A remote-first environment – Work from wherever you thrive in the contiguous U.S.
• Everything you need to succeed – Mac or Dell laptop, $100/month connectivity stipend, monitors, and a $250 setup allowance.
• Comprehensive health coverage – 100% company-paid medical, dental, and vision for you and your family, plus $1,800 annual HSA contribution.
• Financial protection – 100% company-paid LTD, AD&D, and life insurance.
• True flexibility – Flexible PTO and working hours that respect your life outside of work.
• Time to recharge – 11 paid holidays plus two Wellness Days.
• Investment in your growth – $2,500 annual professional development stipend.

Schedule

This is a remote position involving prolonged use of a computer and regular virtual meetings. Travel up to 25% for conferences and on-site partner visits.

Core Values

• Be Kind — We are kind and helpful. We care and act with empathy. We take care of ourselves, each other, and our customers. We understand boundaries. We believe clear is kind. We exhibit healthy behaviors and are self-aware.
• Be Authentic — We are genuine. We are real. No pretenses. We know ourselves and celebrate our differences of thoughts, ideas, and skills. We show our true self — our whole self — every day. We unlock our teams' potential by unlocking our own and each other's potential. There is only one you and we want to see YOU every day.
• Be Collaborative — We unite for a common cause. We are in pursuit of the best idea — not our own idea. As a remote company, we must collaborate and communicate to make a difference — an impact. We do this for our teams and for our customers.
• Be Determined — Giving up is not in our nature. We are smart people who solve tough problems. We have a bias toward action. We strive for great outcomes. We achieve our goals. We deliver success for customers, ourselves, and each other.