{"id":332718,"url":"https://alion.io/job/smarsh-partner-success-manager-psm","title":"Partner Success Manager (PSM)","company":{"id":1738,"name":"Smarsh","domain":"smarsh.com","url":"https://alion.io/company/smarsh","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"A","score":90,"open_postings":14,"ghost_share":0,"stale_share":0.214,"repost_share":0,"time_to_fill_p50_days":67,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["South Africa"],"countries":["ZA"],"hiring_countries":["ZA"],"hiring_countries_total":1,"salary":{"min":450000,"max":550000,"currency":"ZAR","period":"year","gross":null,"usd_annual":33681},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-08-17T13:46:13Z","employer_posted_date":"2026-08-17","last_verified_at":"2026-10-27T19:09:26Z","board_verified":true,"closed_at":null,"days_open":71,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":70},"description":"About the Role\nThe Partner Success Manager (PSM) is responsible for protecting and retaining recurring revenue across the partner channel ecosystem, ensuring high partner health, successful renewals, and long-term value realization.\nThis role is primarily focused on renewals (90% partner renewals / 10% customer renewals in 2026) and acts as the quarterback of the renewal process, leading structured execution across the renewal lifecycle.\nThe PSM operates as a retention and adoption-focused partner to the business, working closely with Channel Account Managers (CAMs) and Partner Enablement Managers (PEMs) to ensure clarity of ownership and disciplined execution. The role is operationally rigorous and data-driven, with a strong emphasis on forecasting, governance, and risk mitigation.\nWhat will you do?\nRenewal Ownership & Revenue Protection\nOwn the end-to-end renewal process for partner-managed recurring revenue (base ARR), ensuring high retention and predictable outcomes.\nLead renewal orchestration and execution, including 120-day pre-renewal planning cycles\nBuild and maintain accurate renewal forecasts and risk visibility\nEnsure on-time renewal completion and revenue protection\nManage self-provisioning partner book of business\nDrive structured renewal governance and accountability across stakeholders\nPartner Health & Risk Management\nEstablish proactive partner health management to identify and mitigate churn risk.\nDefine and operationalize partner health scoring frameworks\nMonitor adoption, usage, and value realization signals\nIdentify early indicators of risk and execute mitigation strategies\nLead QBR cadence and governance processes to maintain partner alignment\nPartner Engagement & Value Realization\nAct as a trusted advisor to partners, ensuring they achieve measurable value from Smarsh solutions.\nDrive adoption strategies and success plans aligned to partner outcomes\nSupport legacy agreement transitions and contract normalization\nLead escalation management and coordinate internal resources to resolve issues\nEnsure consistent engagement across the partner lifecycle, particularly approaching renewal\nCross-Functional Alignment\nOperate as a central coordination point across Channel functions.\nPartner with Channel Account Managers on expansion signals, pricing alignment, and commercial strategy\nCollaborate with Partner Enablement Manager to ensure enablement readiness and product adoption\nEngage Channel Account Manager when expansion opportunities, pricing changes, or competitive risks arise\nMaintain clear role boundaries to support the broader channel operating model\nRole Scope & Boundaries\nOwns:\nRenewal orchestration and forecasting (base ARR)\nPartner health, risk identification, and retention strategy\nGovernance processes and QBR coordination\nAdoption and value realization\nDoes Not Own:\nNet new partner acquisition\nExpansion quota or pipeline generation\nHeavy commercial negotiation\nPartner onboarding or training delivery\nThis role is focused on revenue protection, not revenue creation.\nWhat will you bring?\nRetention & Operational Excellence\nProven experience managing renewals, retention, and recurring revenue models\nStrong forecasting discipline with the ability to manage risk and ambiguity\nStructured operator with a process-driven mindset\nPartner & Customer Success Leadership\nExperience working within partner channel ecosystems\nAbility to build trust and influence partner stakeholders at multiple levels\nStrong focus on value realization and adoption strategy\nCross-Functional Collaboration\nExperience working in matrixed environments across Sales, Operations, and Enablement\nAbility to navigate role boundaries and drive aligned execution\nStrong communication and stakeholder management skills\nQualifications\n5-10 years in Customer Success, Partner Success, Account Management, or similar roles\nExperience in SaaS or recurring revenue environments\nStrong understanding of renewal processes, forecasting, and retention strategies\nExperience with CRM platforms (e.g., Salesforce) and data-driven decision making\nAnalytical, structured, and execution-focused","description_format":"text","description_chars":4121,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"South Africa","iso":"ZA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Security Compliance","RegTech, AML & 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