Customer Success Manager

Job Title: Customer Success ManagerLocation: Remote

Duration: 12+ Months

Job Description

** is establishing a new Partner Success function to strengthen the success and predictability of partner-led implementations. This role is critical in ensuring delivery excellence, mitigating risk, and enhancing partner readiness across key geographies.

The Partner Success Manager will work closely with internal teams and service partner organizations to ensure high-quality outcomes. This is an exciting opportunity to help define and grow a function that directly influences delivery performance while building long-term partner capability.

Key Responsibilities

Ensuring that our partners deliver measurable and timely value to clients through the implementation and ongoing customer journey activities.

Maintain visibility into partner implementation progress. Engage cross-functionally to fast-track delivery, ensuring milestones are met.

Proactively identify risks, reduce friction and manage escalations, facilitate ‘path to green’ plans, and engage relevant stakeholders to resolve issues.

Ensure escalations are tracked, managed with urgency, and surfaced appropriately.

Collaborate with Enablement to assess partner readiness and alignment.

Drive partner capability growth via structured readiness activities and shadowing opportunities.

Partner with Delivery, Support, Product, and Cloud teams to streamline implementation support.

Capture and report on delivery outcomes, escalation trends, and readiness indicators.

Contribute to the development of playbooks, standard operating procedures, and partner success frameworks.

What Success Looks Like (First 12 Months)

Stable partner-led delivery outcomes with trackable improvement trends.

Reduction in time to resolve escalations by standardizing processes.

Increased partner readiness and alignment across the region.

Strong cross-functional relationships with measurable support engagement effectiveness.

Leadership confidence in Partner Success as a value-driving function.

QualificationsEssential

2+ years of experience in delivery support, partner-facing operations, customer success, project coordination, or related fields.

Strong organizational skills with attention to detail.

Excellent communication and stakeholder management skills.

Ability to work autonomously in cross-functional environments.

Preferred

Experience with project tracking or ticketing tools (e.g., Jira, ServiceNow, Zendesk).

Exposure to partner ecosystem programs or delivery governance.