Senior Partner Success Manager

Role Overview

• 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.

Tech Stack

• ERP

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.