Sr. Customer Success Manager - Partnerships

Continuous is preparing for its next phase of growth, focusing on strengthening partnerships with CUSOs and Datacenters. The Partner Customer Success Manager will own relationships, drive retention and expansion, and support reseller operations to ensure effective implementation of OpCon.

Responsibilities:

• Own the full lifecycle for a defined portfolio of CUSO and Datacenter partners: relationship ownership, retention and expansion, executive business reviews, and account planning that maps their OpCon investment to the needs of the credit unions behind them
• Serve as the day-to-day operational point of contact for our reseller network
• Coordinate deal registration, pricing and quoting support, and issue escalation so resellers can operate without friction
• Own retention and expansion targets — tracked through NRR, GRR, and expansion pipeline specific to this segment
• Proactively identify at-risk accounts by watching adoption signals, support volume, and stakeholder turnover
• Help CUSO and Datacenter partners quantify the ROI of their OpCon investment
• Act as the internal advocate for your CUSO/Datacenter and reseller partners
• Use Salesforce and Gainsight as the system of record for tracking account history and health scores

Requirements:

• Comfortable and credible in front of C-suite/IT leadership at CUSOs and Datacenters, translating technical automation concepts into business terms without deferring or over-explaining
• Deep, working knowledge of the credit union ecosystem — how CUSOs and Datacenters operate as shared-service providers to their member credit unions — and enough workload automation literacy to speak credibly with IT stakeholders about job scheduling, batch processing, and orchestration
• The discipline to hold direct account ownership and channel/operational support simultaneously, adapting approach to each without conflating the two or overstepping into what Partnership Growth owns
• Data-driven; spots patterns across a mixed portfolio of direct and channel relationships and uses them to get ahead of risk rather than react to it
• Genuinely curious about how partners' businesses work; asks the next question rather than accepting the first answer, especially in a multi-tenant environment where the real stakeholder is often several layers removed
• Coordinates Sales, Product, Professional Services, and Support around what's at stake in a relationship, without formal authority over any of them
• Treats account documentation and health tracking as core to the job, not an administrative afterthought; keeps a clean, current picture of every relationship so nothing falls through the cracks