Title: Customer Success Manager, Partners Team

Department: Partnerships

Reports To: Manager, Customer Success - Partners

FLSA Status: Exempt

Location: US, remote

The Customer Success Manager, Partners Team oversees partner retention and enablement by acting as a partner advocate within the organization and streamlining the end-to-end partner ecosystem experience.

The Customer Success Manager will be partner-focused and Prove product savvy. You are someone who wants to blend people and technology to drive and exceed successful outcomes for our channel partners, resellers, and strategic alliances—as well as their downstream clients. You are naturally curious and thrive on learning how technology works to solve problems. You pair your knowledge and experience to advise partners, ultimately acquiring deep knowledge of the partner’s organization, go-to-market strategies, and business objectives. You are passionate about building strong ecosystem relationships, delivering mutual value, identifying co-selling growth potential, and ultimately turning partners into raving Prove fans!

Key Responsibilities

• Partner Trust & Advocacy: Establish a reputation as a trusted advisor via regular business reviews presenting the status of the Prove partnership, reviewing active and future joint integrations, and demonstrating the value Prove delivers to the partner's portfolio.
• SME of Partner Use Cases: Quickly become a subject matter expert on partners’ business models and downstream use cases while striking a healthy balance between partner satisfaction and delivering mutual business value.
• NPS & Health Alignment: Primarily responsible for achieving corporate objectives measured by a Partner Net Promoter Score (NPS) and overall health of the partner portfolio.
• Forecasting & Indirect Revenue: Responsible for forecasting live revenue flowing through partners, developing a deep understanding of partner-led pipelines, and tracking any seasonality tied to their specific industries.
• Renewals & Expansion: Monitor partner contract renewals and work proactively to secure renewals on time. Work closely with Partner Account Managers to strategize on volume commitments, added AGV, and up-selling/cross-selling additional products into the partner's tech stack or marketplace.
• Quarter Business Reviews (QBRs): Organize and host executive-level QBRs with partner leadership to align on mutual commercial goals, joint-marketing initiatives, and long-term ecosystem plans.
• Optimization & Indirect Drive: Present areas of optimization to partners via collaboration with Account Directors and Technical Account Managers to maximize the adoption and value of Prove solutions.
• Ecosystem Troubleshooting & Escalation: Responsible for the creation, tracking, and escalation of partner-specific internal ticketing needs across Support, SC, Product, Data Science, and Fraud teams.
• Product & Channel Expertise: Develop a deep understanding of our products and how they embed into third-party platforms. Stay updated on the latest features, and effectively communicate how these updates benefit both the partner and their end-users.
• Travel Requirement: Roughly 20% for partner onsite visits and industry events.

Qualifications and Experience

• 3 to 5 years in a customer-facing or partner-facing role, such as Channel Customer Success, Partner Management, Account Management, or Indirect Sales.
• Excellent project management, relationship-building, and long-term alliance planning skills.
• Strong written and verbal communication, documentation, presentation, interpersonal, and partner-service skills.
• Possess experience within a highly regulated market (i.e., Fintech, Insurance, Retail, Banking). Knowledge of digital identity and Authentication is strongly preferred.
• Prefer channel-selling strategies, enablement experience, and negotiation skills.
• Aptitude and passion for technology, ecosystem KPIs, data, and building B2B2C business cases.
• Excellent ambition and desire to grow and expand your career within a fast-paced channel ecosystem.
• Track record of building and maintaining successful partner or multi-stakeholder relationships.
• Experience in cybersecurity, fintech, or a fast-growing startup is strongly preferred
• Experience with technical data platforms such as Splunk, Looker, etc., and investigating API transactions is preferred.
• Promote, maintain, and enhance our cultural values of humility, passion, inclusion, and leadership.
• Strong passion for learning about our products and markets through in-house and external training.
• Experience in high-growth / pre-IPO Technology companies.

The anticipated salary pay range for Metro 2 areas for this role is $120,000 - $135,000 plus sales incentive plan.
The anticipated salary pay range for Metro 3 areas for this role is $110,000 - $130,000 plus sales incentive plan.

Offered salary will be determined by the applicant's experience, knowledge, skills, geo-location and abilities as well as internal equity and alignment with market data.