Partnership Manager

Role Overview

• Partner Contract Management (Primary – 50%) Own the renewals, upsells, contracting, customer services issues, collections.
• Reach out to customers whose service renewals are ending to renew services.
• Support internal needs when a service contract needs to be amended.
• Creating and sending contracts for services and upsells.
• Actively engaging customers regularly to ensure services are delivered and satisfaction with the product is high.
• Scoping, and Internal Enablement (30%) Lead scoping conversations with customers when services need to be added, modified, or reconfigured—translating customer needs into clear steps for the delivery team.
• Serve as the go-to internal resource on partner products and services, helping Sales, Delivery, and Support teams understand offerings, limitations, and positioning.
• Develop and maintain internal documentation—FAQs, service guides, and process playbooks—so institutional knowledge around partner offerings doesn't live in any one person's head.
• Liaise with external partners on customer-related issues, escalations, and product feedback, acting as the bridge between the partner and internal stakeholders.
• Participate in partner-facing meetings, QBRs, and product updates to stay current on roadmap changes that may affect customers.
• Flag product or service gaps to leadership and advocate internally for changes that would improve customer outcomes.
• Partner Account Support (20%) Monitor the health of your assigned accounts using in-app reporting tools and CRM data, flagging trends that indicate dissatisfaction or underutilization.
• Respond to customer inquiries related to their service agreements, billing questions, and product access in a timely and professional manner.
• Coordinate with Delivery to ensure onboarding and implementation milestones are being met for new or expanded contracts.
• Support the preparation of reports and account summaries for internal leadership and external partner stakeholders.
• Assist in the development of customer-facing materials such as service overviews, renewal summaries, and usage reports.

Requirements

• Approximately 5 years of professional experience in customer service or account management.
• Experience working with external partners or as a reseller.
• Sales experience, either selling or upselling to hit a quota.
• Experience managing contracts and accounts.
• Proven track record working in a startup or high-growth environment where creativity and adaptability are essential.
• Comfortable reporting to and communicating with multiple stakeholders who may have competing priorities.
• Strong analytical skills and attention to detail—you spot inconsistencies others miss.
• A fast learner who is comfortable picking up new tools, platforms, and processes without extensive hand-holding.
• Clear communicator who can translate data concepts for non-technical audiences.
• Experience with in-app reporting tools and GSheets / Excel-Based Reporting.
• Nice to Have Experience with compliance tools.
• Experience working with HubSpot as a CRM.
• Background in B2B Compliance, SaaS or AI-centric technology startups.

Benefits

• Equal Opportunity Employer