Partner Success Manager
ScaleUP Week
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇦 Canada
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Lead, mentor, and develop the Partner Success team, fostering a culture of accountability, collaboration, and continuous improvement.
- Set clear performance expectations, provide ongoing coaching, and support team members’ technical and professional growth.
- Serve as the primary escalation point for partner or technical issues, guiding the team through effective resolution and ensuring exceptional partner experiences.
- Oversee end-to-end delivery of complex partner integrations, balancing strategic guidance with hands-on support where needed.
- Act as a senior technical resource and Subject Matter Expert (SME), providing expertise on system requirements, API workflows, and troubleshooting best practices.
- Ensure operational consistency across implementation, support, and partner enablement activities.
- Work closely with Product and Development to influence roadmaps, streamline integration requirements, and advocate for partner needs.
- Partner with Success, Partner Sales, and Customer Care to ensure alignment across the partner lifecycle and elevate shared outcomes.
- Build and maintain strong relationships with key partners, serving as a trusted advisor and strategic ally.
- Identify opportunities to improve workflows, tools, and systems implementing scalable processes that reduce time to value and increase partner satisfaction.
- Own and refine success metrics for the Partner Success function; develop dashboards, reporting, and performance insights that guide business decisions.
- Identify emerging trends, risks, and opportunities across the partner ecosystem, recommending areas of focus to strengthen technical execution and long-term partner health.
Requirements
- 5+ years of experience in technical implementations, professional services, or partner success within SaaS, including 3+ years leading people or teams.
- Deep expertise with API integrations, technical troubleshooting, and system workflows, with the ability to coach and guide teams through complex challenges.
- Strong program and project management capabilities; comfortable managing multiple priorities and aligning cross-functional stakeholders.
- Demonstrated experience building and scaling operational processes, introducing new systems or workflows, and driving organizational change.
- Proven ability to train, coach, and mentor technical teams while promoting operational excellence and consistent partner experiences.
- Excellent communication, stakeholder management, and relationship-building skills with a partner-centric mindset.
- Proficiency with CRM, ticketing, and collaboration tools (e.g., HubSpot, Jira, Slack).
- A track record of influencing partner outcomes, increasing satisfaction, and strengthening long-term partner retention.
Benefits
- Permanently Remote: Work from a desk, a coffee shop, or in the great outdoors - our jobs are fully remote, forever
- Flexible Time Off: Whether it's a longer vacation to explore new horizons, a series of short breaks for regular rejuvenation, or stepping away for a new level of mastery in a skillset – our “You-do-You” time off program caters to the diverse and evolving lifestyles of our team with a maximum of 6 weeks vacation
- Instant Benefits: All full-time employees get access to medical, vision, and dental benefits from their very first day including increased mental health coverage and a wellness stipend
- Plus: Inclusive parental leave top-up, earned wage access, real time market data for salaries, a supportive culture for lifelong learners and more
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
API integrationstechnical troubleshootingsystem workflowsprogram managementproject managementoperational processesperformance metricsdata reportingpartner enablementtechnical implementations
Soft skills
leadershipmentoringcoachingcommunicationstakeholder managementrelationship buildingcollaborationstrategic guidanceproblem-solvingorganizational change