Customer Success Manager

ConnectWise is an industry and Global leading software company dedicated to the success of technology solution providers. The Customer Success Manager is responsible for building and maintaining strong relationships with partners, helping them progress on their transformation journey, and ensuring they maximize their investment with ConnectWise.

Responsibilities:

• Provides support to cross-functional teams, with a high attention to detail
• Use internal tools (e.g. Gong, Gainsight, Salesforce) to Research, analyze, and document findings
• Ensures that partners maximize ROI and adoption, and collaborate with other ConnectWise stakeholders to ensure adoption and a successful renewal
• Builds and nurtures relationships across accounts to solidify our partnership and commitment to the partner
• Effectively networks within accounts to help partners achieve their objectives
• Monitors partner usage data, health indicators, partner maturity scores, renewal dates, and growth opportunities and translates into strategies for success
• Develops an understanding of typical business challenges faced by partners to address their needs
• Identifies risks to the partner that inhibit their stated business goals and create mitigation strategies
• Navigates customer organizational structures to identify and build relationships with executives and stakeholders
• Propose solutions to partner problems based on the ConnectWise platform aligned to playbooks; escalate complex scenarios to senior resources
• Identifies escalations and coordinates resolution with leadership and cross‑functional teams
• Conduct regular Quarterly Business Reviews (QBRs) with partners to assess performance, identify opportunities for growth, and strengthen strategic alignment

Requirements:

• Experience with Customer Success fundamentals
• Ability to understand and articulate impact of new technology/processes to partner use cases
• Strong communication, organizational and analytical skills
• Possesses true grit and is driven to win
• Ability to quickly grasp and distinctly explain technological and business concepts
• Effective at leading and facilitating partner executive meetings (QBRs)
• Effectively adapts to changing priorities and transitions between tasks seamlessly, delivering results under tight deadlines
• Demonstrates comprehensive knowledge of SaaS business models, including subscription management, cloud-based service delivery, product scalability, security protocols, and customer relationship best practices
• Bachelor's degree in related field or equivalent business experience
• 1+ years of relevant experience
• Working knowledge of ConnectWise products and platform features, capabilities, and best use cases