Speak4

Customer Success Manager

• ** Role Responsibilities**
• The Director of Partner Success will own the performance of the partner success function, with clear accountability for client retention, renewals, and revenue expansion.
• - Lead, manage, and develop a high-performing team of three Partner Success Associates
• - Own renewals, retention, and upsell performance across the Speak4 client portfolio
• - Personally manage a set of high-value client relationships, ensuring strong engagement and long-term partnership
• - Set clear goals and performance expectations for the team, and hold them accountable to results
• - Identify risks to renewals early and take proactive steps to mitigate churn
• - Partner closely with the Speak4 product team and PLUS Communications to ensure client needs are addressed and opportunities are captured
• - Elevate client feedback into actionable insights that improve product, positioning, and growth

Director of Partner Success

Operations

• Conduct daily and weekly reviews of automated data scans identifying recipient changes (resignations, deaths, replacements, special elections, general elections)
• Validate scan results and update recipient records in the Speak4 platform, including status changes (active/inactive) and committee assignment updates
• Monitor official government sources — federal, state/provincial, and local — to verify and supplement automated scan findings
• Maintain the accuracy of committee and subcommittee assignments across all covered jurisdictions
• Monitor and maintain the deliverability of all contact methods for active recipients, including email addresses, US Congressional CWC API connections (House and Senate), and web form submission routes
• Identify and resolve email delivery failures and bounces at the US state legislature level; maintain email address accuracy for Canadian and Australian recipients
• Track the status and health of web form (form cramming) routes and flag failures to the development team for resolution
• Research and structure recipient data and contact methods for new countries being added to the platform, including identifying authoritative data sources, government body hierarchies, and appropriate contact channels
• Identify patterns and gaps in data coverage and deliverability and communicate insights to the Product team
• Document data standards, contact method protocols, update procedures, and country-specific sourcing guides
• Coordinate with the Partner Success team to resolve client-reported data and deliverability discrepancies
• Help improve data operations and deliverability monitoring workflows and tooling over time

Director of Partner Success

Civic Data Operations Manager