Director, Inside Partner Success
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Job Description
Inside Partner Success Director leading inbound client support for fintech lease-guarantee provider TheGuarantors. Managing KPIs, training, CRM operations, and partner growth initiatives.
Responsibilities:
- Lead and manage the Inside Partner Success team
- Oversee operational support and service standards for all contracted clients
- Manage team performance against SLAs and KPIs, including ticket resolution speed and NPS
- Meet ticket resolution volume goals
- Mentor and coach associates through virtual and in-person professional development sessions
- Ensure cross-functional collaboration and ticket escalation processes for complex partner needs
- Develop and oversee recurring group retraining programs
- Set and maintain standards for partner retraining coordination, scheduling consistency, and handoff quality
- Maintain CRM hygiene within HubSpot and Zendesk
- Manage, adjust, and expand existing business accurately and consistently
- Analyze and maintain client performance and feedback data
- Partner with Account Management and the broader GTM team to support high program usage
- Communicate updates, risks, blockers, and recommendations proactively
- Identify improvements to training materials, client communication, and user engagement strategy
- Use data, judgment, and business context to inform decisions and recommendations
- Manage assigned work independently and deliver on commitments, deadlines, and deliverables
- Ensure compliance with applicable policies, procedures, standards, and regulatory requirements
- Perform other role-related responsibilities as assigned
Requirements:
- 5+ years of experience in B2B2C Customer Success, including 2+ years of direct team management experience
- Proficiency overseeing HubSpot, Zendesk, Google Suite, and video conferencing tools
- Strong understanding of inbound and outbound customer success operations, SLA management, ticket triage and escalation design, and team performance frameworks
- Ability to manage client-facing, training, or account management roles
- Ability to partner with GTM, Outbound Partner Success, Customer Success, and Marketing teams
- Ability to deliver high-quality work in a dynamic business environment
- Bachelor’s degree in Business, Finance, English Literature, Communications, Psychology, or equivalent practical experience
- Experience working in a regulated, client-facing environment preferred
- Experience using PowerBI, ZoomInfo, Monday.com, Enable.Us or similar data room tools, Gong, and ALN preferred
- Exposure to commercial multifamily real estate, proptech, or insurance preferred
- Prior experience in commercial multifamily real estate, consumer credit, lending, or B2B SaaS preferred
- 2+ years in the multifamily industry preferred
Benefits:
- Opportunities to make an impact within a fast growing company
- Medical, dental, & vision insurance, beginning day one
- Health savings account with employer contribution
- Flexible spending accounts (healthcare, dependent care, commuter)
- 401(k)
- Generous PTO and paid holidays
- In-office lunch Perk
- Flexible working hours
- Paid parental leave
- Company sponsored short and long term disability
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