Partner Success Manager

What You'll Do:

• Own the partner-led portfolio. Manage a book of SMB and mid-market accounts that came through our partner channel, end to end. You're accountable for the onboarding, health, renewal, and growth of these accounts, working through the partner rather than around them.
• Shape the Partner Customer Journey Map. Help build and continuously refine the journey map that defines how partners and end clients move from onboarding through renewal, and own execution at every stage.
• Support partners post-sale. Co-create customer success plans with partners for their end clients, and work alongside them on renewals so nothing falls through the cracks.
• Keep partners fluent on the product. Train partner teams on new features and product changes, and make sure they always know what's shipped and what's coming.
• Drive utilization through the partner. Help partners understand how their end clients are using the platform and equip them with what it takes to drive adoption higher.
• Build a shared view into health and risk. Create a data view partners can use to monitor account health, adoption, and risk themselves, rather than waiting on us to flag it.
• Run a regular cadence with partner contacts. Establish recurring check-ins to review product changes, key metrics, client learnings, and risk mitigation strategies together.
• Balance two relationships at once. Support the end client by supporting the partner, recognizing that a well-equipped partner accelerates outcomes while a neglected one can quietly block them.

What We're Looking For:

• 4-6 years of experience in customer success, account management, or partner/channel management in B2B SaaS
• Direct experience managing accounts or relationships through an intermediary (broker, reseller, channel partner, or similar), and a clear understanding of how that changes the job from direct account management
• Comfort managing a higher-volume, lighter-touch book of SMB/mid-market accounts, with the organization to run repeatable processes across many accounts at once
• A consultative, outcomes-oriented style: you anchor on what changed for the partner and the end client, not how many calls you logged
• Experience influencing a customer or partner journey from scratch, or strong instincts for what that process should look like
• Genuine excitement about using AI to do your job better, with hands-on examples of how you've already brought it into your workflow
• Strong written and verbal communication, since you'll regularly translate between what a partner needs to hear and what an end client needs to hear
• A self-starter mentality: you're energized by ambiguity and building process where none exists yet
• Startup experience at a similar stage company

Nice to Have:

• Experience specifically with insurance brokers, TPAs, or benefits consultants as channel partners
• HR tech or benefits industry experience
• Experience standing up a shared reporting or health-scoring view for external partners