Customer Success Manager

• Oversee the management and expansion of MSP channel program including driving relationships with key partners and identifying new channel opportunities
• Expand and optimize current partner relationships to increase revenue opportunities and market reach
• Identify opportunities to expand existing partnerships into new markets or solution areas
• Build strategic growth plans and joint go-to market strategies with top MSP partners focused on revenue acceleration, customer retention, and cross/upsell opportunities
• Track and report on KPIs including pipeline contribution, partner certifications, and revenue attainment
• Educate partners on solutions, competitive positioning, and differentiation
• Collaborate with sales leadership to align channel opportunities with direct sales strategies
• Establish tiered partner programs with defined benefits, requirements, and performance metrics
• Identify, recruit, and onboard new MSP partners aligned to company growth strategies
• Drive partner enablement by delivering training, sales playbooks, and marketing resources
• Collaborate with internal teams to ensure seamless technical and operational onboarding of new partners
• Launch and manage a comprehensive partner portal, including resources, training modules, certification programs, and deal registration
• Drive the creation and management of a partner community to foster collaboration, knowledge-sharing, and engagement
• Act as the primary relationship owner for assigned MSP partners; conduct regular business reviews, identify opportunities, mitigate risks, resolve escalations, and ensure partner satisfaction
• Proactively identify potential MSP acquisition targets for the M&A team and support due diligence and post-acquisition integration planning
• Own KPIs for the MSP program and provide regular reporting to executive leadership on partner ecosystem health and performance
• Collaborate with marketing to execute joint campaigns, webinars, and events and support partners with marketing assets and messaging to drive demand

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