[US] Strategic Partnership & Launch Leader
About the role
We are seeking a Strategic Partnership and Launch Leader to join our team. This is a unique opportunity to build and lead a function dedicated to orchestrating our most critical and complex new subscriber launches and strategic partnerships. This person will play a pivotal role in guiding high-impact new subscriber launches (NSL) and strategic transitions by providing clear ownership, executive-level coordination, and disciplined execution from planning through stabilization.
Key Responsibilities
Lead end-to-end new subscriber launches and at-risk transitions, serving as the primary point of continuity and accountability.
Establish clear ownership, milestones, and success metrics across the subscriber lifecycle from planning through stabilization.
Develop and execute comprehensive launch strategies that align business objectives with customer success outcomes.
Identify and mitigate risks early, escalating issues and implementing solutions proactively.
Partner closely with Account Management, Expansion, Revenue & Growth, Fulfillment & Delivery, and Product teams to ensure coordinated execution.
Lead cross-functional alignment meetings, driving consensus on priorities, dependencies, and accountability.
Break down silos and facilitate communication between teams to ensure nothing falls through the cracks.
Support and enable existing team structures rather than replacing them, complement and enhance current capabilities.
Manage executive-level relationships and communications with strategic/priority subscribers.
Prepare and deliver executive briefings, status updates, and business reviews.
Escalate critical issues appropriately and recommend strategic solutions.
Serve as a trusted advisor to leadership on complex customer situations.
Establish and track key performance indicators (KPIs) and success metrics for each launch.
Maintain detailed project plans, timelines, and dependency maps.
Ensure accountability through clear ownership assignments and regular progress monitoring.
Document lessons learned and best practices to continuously improve launch processes.
Provide consistent leadership through critical transition points and key milestones.
Ensure smooth handoffs between launch and steady-state operations.
Monitor post-launch performance and support stabilization efforts.
Build long-term strategic relationships with key subscribers.
Qualifications
5-7 years of experience in customer success, account management, program management, or related roles with demonstrated expertise in managing complex, high-stakes engagements.
Experience in EHS, ESG, or operational risk management industries.
Strong cross-functional leadership experience with ability to influence and align teams without direct authority.
Outstanding organizational and project management skills with ability to manage multiple complex initiatives simultaneously.
Domain expertise in B2B enterprise customer engagement, SaaS operations, or similar environments.
Background in customer lifecycle management or customer success operations.
Familiarity with CRM systems, project management tools, and business analytics platforms.
Experience in a matrix organization or complex organizational structure.
Benefits
Annual bonus programs.
Regular team-building events.
Engaging team activities including happy hours and exciting virtual events.
Benchmark Gensuite Team Member Networks, such as the Respect for Diversity Group and the Sustainability Group, offering a safe and supportive space for team members to voice their ideas and initiate action.
Pay
Competitive compensation package based on experience and qualifications.
Schedule
Hybrid schedule available.