Senior Partner Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Partner Success Manager based in the United States.

This is a high-impact role focused on driving successful outcomes across a portfolio of partner-led customer engagements.

You will own engagement health, customer adoption, delivery quality, risk mitigation, and measurable business value from initiation through completion.

Working across customers, partners, sales, delivery, product, and executive stakeholders, you will turn complex challenges into clear actions and sustainable results.

The role combines customer success, partner management, program leadership, operational governance, and technical fluency in AI and enterprise technologies.

You will identify at-risk engagements early, lead recovery efforts, and establish scalable processes that improve portfolio performance.

AI, LLMs, automation, and data-driven insights will be central to how you analyze risks, improve workflows, and make decisions.

This is an ideal opportunity for an experienced operator who thrives in ambiguity, takes ownership, and wants to shape AI-enabled customer success at scale.

Accountabilities

• Own a portfolio of approximately 10-30 concurrent partner-led customer engagements, prioritizing resources and actions according to customer impact, business value, risk, and strategic importance.
• Maintain clear visibility into engagement scope, milestones, implementation progress, adoption, customer health, blockers, partner performance, and business outcomes.
• Establish and maintain a structured weekly portfolio review rhythm to identify stalled, delayed, deteriorating, or at-risk engagements and drive timely intervention.
• Take accountability for engagement success, independently determining priorities, escalation needs, intervention strategies, and recovery actions.
• Review implementation plans, delivery approaches, governance structures, resource allocations, customer readiness, and contractual commitments to identify execution risks.
• Diagnose complex delivery, adoption, operational, technical, and stakeholder challenges and lead structured recovery plans through resolution.
• Drive customer adoption, utilization, consumption, retention, time-to-value, and documented business value realization.
• Build trusted relationships with partner practice leaders, delivery executives, alliance stakeholders, architects, engagement managers, and operational teams.
• Hold partners accountable for delivery quality, staffing, customer commitments, adoption targets, and business outcomes while maintaining constructive and effective relationships.
• Lead executive escalations, quarterly partner reviews, and Quarterly Business Reviews, using data and clear recommendations to drive decisions.
• Evaluate partner co-investment and funding requests against defined customer and business outcomes, milestones, and achieved results.
• Coordinate cross-functional stakeholders across Sales, Customer Success, Product, Professional Services, Operations, Support, Solution Design, Alliances, and executive leadership.
• Develop scalable governance frameworks, engagement health models, escalation processes, success plans, playbooks, and operational methodologies.
• Identify successful practices and transform them into repeatable processes that improve consistency, scalability, and operational performance.
• Use AI, LLMs, agentic AI tools, automation, customer telemetry, and engagement data to identify risks, generate insights, automate workflows, and improve decision-making.
• Champion AI-first ways of working and identify opportunities to embed automation and intelligent workflows into customer, partner, and operational processes.
• Present portfolio performance, risks, recommendations, recovery plans, and business outcomes to technical, operational, and executive audiences.
• Support partner capability development by helping expand AI expertise, create repeatable solutions, develop customer success stories, and strengthen delivery capabilities.

Requirements

• Bachelor’s degree or equivalent combination of education and professional experience.
• 4+ years of experience in Partner Success, Customer Success, Delivery Management, Technical Account Management, Professional Services, Consulting, Program Management, or a related discipline.
• Proven experience managing a high-volume portfolio of concurrent customer engagements, projects, implementations, or accounts, ideally 10-30 at a time.
• Demonstrated ownership of measurable customer and business outcomes, including adoption, utilization, consumption, retention, expansion, time-to-value, or value realization.
• Experience assessing implementation plans, delivery approaches, project scope, customer readiness, governance models, and success criteria to identify and mitigate execution risks.
• Strong experience diagnosing complex delivery and stakeholder challenges and independently recovering stalled or at-risk customer engagements.
• Ability to provide a specific example of personally diagnosing, leading, and successfully unblocking an at-risk customer engagement.
• Experience managing escalations, recovery programs, executive stakeholders, and structured intervention plans.
• Strong understanding of customer success within SaaS, subscription, usage-based, AI, cloud, enterprise software, or technology-driven environments.
• Experience designing scalable operating processes, governance models, methodologies, playbooks, or review frameworks.
• Excellent stakeholder management, influence, negotiation, and relationship-building skills across customer, partner, executive, technical, and operational audiences.
• Strong written, verbal, presentation, and executive communication capabilities, with the ability to translate complex situations into concise recommendations.
• Technical fluency sufficient to evaluate implementation plans, lead delivery reviews, participate in solution discussions, and engage credibly with technical teams.
• Hands-on experience using AI, LLMs, agentic AI tools, automation platforms, AI-enabled workflows, or AI-driven business solutions in day-to-day work.
• Demonstrated ability to use an LLM to create or materially improve a business workflow, analytical deliverable, operating process, or customer solution, including the ability to explain prompt refinement, limitations, implementation, and measurable impact.
• Strong business judgment and comfort making defensible decisions when information is incomplete, priorities conflict, or no established playbook exists.
• Preferred experience working with systems integrators, consulting firms, alliance partners, or partner-led delivery organizations.
• Experience in SaaS, AI, cloud, enterprise software, professional services, or digital transformation environments is advantageous.
• Familiarity with CRM and customer success platforms such as Salesforce, Microsoft Dynamics, Gainsight, HubSpot, Power BI, Tableau, or comparable tools is a plus.
• Experience leading QBRs, executive escalations, red-account reviews, co-investment programs, partner enablement initiatives, or market development activities is valued.
• Experience with enterprise and strategic accounts and/or industry exposure across financial services, healthcare, insurance, retail, manufacturing, technology, or public sector markets is preferred.
• Must reside in the United States and have a valid U.S. residential address.
• Finalists should be prepared to participate in a live, unscripted walkthrough of an actual deliverable, workflow, or solution they personally created using an LLM, including the business problem, implementation approach, prompt refinement, limitations, lessons learned, and measurable impact.

Benefits

• Annual base salary of $105,000-$110,000, plus bonus incentives aligned with individual and company performance.
• Medical, dental, and vision insurance.
• 401(k) retirement plan.
• Paid time off and paid holidays.
• Comprehensive Employee Assistance Program (EAP).
• Paid training days.
• Remote, work-from-home position.
• Opportunity to work in a fast-moving, AI-focused environment with significant exposure to emerging technologies.
• Opportunity to influence customer success, partner performance, AI adoption, operational scalability, and business outcomes at scale.
• Career development opportunities through continuous learning, cross-functional collaboration, and exposure to enterprise technology initiatives.
• Inclusive work environment committed to equal opportunity and professional growth.