Senior Partner Customer Success Manager

Join our growing Customer Success organization as a Senior Partner Customer Success Manager. In this newly created role, you will be the primary touchpoint for customers brought on through our strategic partner ecosystem, ensuring their long-term success. You will drive account portfolio growth, advocate for partner-referred customers, and help build and scale the operational infrastructure for partner-led customer success. This position offers a hybrid work model, equity packages, and opportunities for professional growth.

• Assurer la transition fluide et la réalisation continue de la valeur pour les clients après la mise en service, en gérant proactivement la santé des comptes et en résolvant les escalades.
• Collaborer avec les équipes internes pour gérer les escalades et garantir une prestation de service cohérente, tout en défendant les besoins des clients référés par les partenaires.
• Participer à la construction, à l'affinement et à l'évolutivité de l'infrastructure opérationnelle pour le succès client dirigé par les partenaires, de la segmentation à l'habilitation.
• ERP experience, accounts payable, Gainsight, Zendesk, Salesforce, Jira, analytic reporting, and CSM tool experience is a plus
• Eager to help build a new role from the ground up; you don't need all the answers, but you have the initiative to figure them out and influence the path forward
• Commercially minded with a proven track record of growing accounts and driving retention. This role is focused on customer growth and advocacy, with a close partnership with our Account Management team to identify and progress expansion opportunities. As the role matures, greater commercial ownership is expected to follow
• Highly organized with strong communication and interpersonal skills, both written and verbal
• 5+ years of relevant experience with a minimum of 5+ years of customer success or account management experience, preferably in the Fintech space
• A proven ability to network with senior internal and external personnel (CEO, CFO, etc.), including key contacts outside your own area of expertise
• Ability to navigate complex relationships (internal and external) and act as a bridge between teams
• Ability to gather complex requirements and work with a team to design a solution and build compelling value propositions
• AI-savvy, with demonstrated experience leveraging AI tools or processes to improve customer outcomes and operational efficiency
• High level of enthusiasm, initiative, commitment, and professionalism
• 3 years of relevant experience working within partner/alliances ecosystems, with an understanding of the unique dynamics of partner-led growth
• Previous Project Management role or skills are a plus