Sr. Manager, Partner Success (SaaS)

TL;DR

Sr. Manager, Partner Success (SaaS): Design, launch, and lead a post-go-live adoption team focused on driving product usage and partner retention with an accent on data-led insights and scalable frameworks. Focus on building playbooks, assessing partner health, flagging risks, and collaborating cross-functionally to ensure early value realization.

Location: Clark, PHL

Company

Industry-leading software company with over 3,000 colleagues across North America, EMEA, and APAC, empowering 45,000+ partners to manage businesses, automate services, and deliver customer experiences.

What you will do

• Build and manage a team of specialists driving early-lifecycle product adoption.
• Use data to assess partner health, identify usage gaps and risks, and implement interventions.
• Develop frameworks, workflows, playbooks, reporting, dashboards, and KPIs for the Digital Partner Success strategy.
• Collaborate cross-functionally with Product, Support, Sales, and Partner Success to boost engagement and value.
• Act as escalation point, remove blockers, align on goals, and recommend platform-based solutions.
• Monitor performance, coach team, and nurture executive-level partner relationships.

Requirements

• Deep experience leading customer success or adoption teams.
• Track record using data to diagnose issues, shape strategy, and measure impact.
• Strong operational thinking for building processes from scratch.
• Experience navigating complex customer environments and influencing executives.
• Ability to translate usage data, maturity indicators, and risks into action plans.
• Strong communication, training, and team development skills.

Nice to have

• Knowledge of SaaS metrics and the IT service provider market.

Culture & Benefits

• Inclusive, positive culture valuing unique contributions, discovery, debate, and diverse perspectives.
• Community-driven environment focused on connections, colleagues, and game-changing innovation.
• Equal opportunity employer committed to a discrimination-free workplace.