Define and operationalize the Plex Software Partner Success Strategy across all partner types (Reseller, SI, and hybrid), aligning with Rockwell's broader software ARR and customer success goals.
Collaborate cross-functionally globally with Market Access, channel managers, business leaders, digital and high-touch CSMs, to ensure seamless partner engagement and joint accountability.
Work closely with the Partner Customer Success team to align strategies, share insights, and contribute to the evolution of Rockwell's global partner success framework.
Provide strategic input to the portfolio and product teams to ensure partner and customer needs are reflected in future offerings.
Engage directly with partners globally to support customer success motions in partner-led accounts, ensuring alignment with Plex's value realization framework.
Consult with Resellers to establish and mature their customer success capabilities, including investment planning, resource modeling, and success metrics.
Collaborate with System Integrators to ensure successful post-implementation customer engagement, value realization, and expansion opportunities.
Support hybrid partners in building integrated success motions that span both implementation and ongoing customer lifecycle management.
Enable and train partner customer success teams, providing tools, best practices, and ongoing coaching to drive adoption, retention, and expansion.
Monitor and manage partner performance using key success metrics such as Net Dollar Retention (NDR), Expansion, and Churn.
Guide partners in leveraging customer data from success platforms and portals to drive onboarding, adoption, and proactive engagement.
Collect and synthesize partner and customer feedback to inform continuous improvement of partner programs, customer experience, and service offerings.

Requirements

Bachelor's Degree or Equivalent Years of Relevant Work Experience
Legal authorization to work in the U.S. We will not sponsor individuals for employment visa, now or in the future, for this job opening.
8+ years of experience in Customer Success, Partner Management, or Channel Strategy roles, preferably in SaaS or industrial ERP and MES software.
Proven experience working with global partners, including Resellers and System Integrators.
Strong understanding of customer lifecycle management and software ARR business models.
Ability to travel up to 25% of the time.

Benefits

Health Insurance including Medical, Dental and Vision
401k
Paid Time off
Parental and Caregiver Leave
Flexible Work Schedule where you will work with your manager to set a schedule flexible with your personal life.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Customer SuccessPartner ManagementChannel StrategyCustomer Lifecycle ManagementSaaSERPMESNet Dollar RetentionExpansionChurn

Soft Skills

CollaborationStrategic ThinkingCoachingCommunicationCross-functional TeamworkAnalytical SkillsFeedback SynthesisProblem SolvingTrainingEngagement

Certifications

Bachelor's Degree