Partner Success Manager
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Job Description
Partner Success Manager guiding enterprise customers through onboarding, adoption, renewals, and growth. Supporting Convo Communications’ accessible language-access services for Deaf and hearing communities.
Responsibilities:
- Lead customer onboarding by developing implementation plans, coordinating internal teams, delivering product training, and providing tools and resources
- Ensure a seamless transition from the Account Executive after contract execution
- Drive product adoption and partner engagement
- Serve as the primary point of contact for assigned enterprise partners
- Build trusted relationships and proactively support evolving business needs
- Conduct Quarterly Business Reviews covering utilization, outcomes, adoption, performance, and opportunities
- Coordinate with Sales, Support, Product, and internal teams to resolve concerns
- Gather customer feedback and communicate insights for continuous improvement
- Monitor account health, identify risks, advocate for customer needs, and improve adoption and retention
- Lead renewal strategies and partner with the Account Executive on expansion, cross-sell, and upsell opportunities
- Demonstrate business value and help partners achieve accessibility and communication objectives
- Maintain accurate CRM records, onboarding milestones, communications, health metrics, and opportunities
- Maintain current knowledge of products, services, features, pricing, and customer resources
- Collaborate with leadership to improve customer success processes and business results
Requirements:
- 3+ years of professional experience in Customer Success, Partner Success, Account Management, Enterprise Account Management, or a related customer-facing role
- Experience managing B2B customer relationships throughout the post-sale lifecycle
- Ability to build trusted customer relationships and support long-term account success
- Experience conducting customer meetings, presentations, product demonstrations, onboarding sessions, or training workshops
- Strong verbal, written, interpersonal, presentation, and relationship-building skills
- Ability to understand customer business objectives and communicate product and service value
- Experience using Salesforce, HubSpot, or a similar CRM
- Strong organizational skills and ability to manage multiple accounts, priorities, and deadlines
- Ability to work independently, exercise initiative, and maintain accountability
- Ability to collaborate with cross-functional teams in a remote, fast-moving environment
- Ability to handle customer, contractual, financial, and organizational information confidentially and professionally
- Fluency in American Sign Language and lived, professional, or community experience within the Deaf and/or hard of hearing community
- Experience supporting enterprise or strategic customer accounts preferred
- Experience in B2B, SaaS, technology, telecommunications, accessibility, language access, or service-based environments preferred
- Experience conducting QBRs or executive business reviews preferred
- Experience supporting retention, renewals, and expansion preferred
- Knowledge of accessibility practices and Deaf and hard-of-hearing communication needs preferred
- Ability to work independently with ownership, accountability, and sound judgment
- Ability to travel periodically
- Valid passport for travel
- Ability to work a flexible schedule when required
- Ability to represent Convo professionally and promote accessible communication, diversity, equity, inclusion, and accessibility
Benefits:
- Commission in addition to the $65,000–$70,000 USD pay range
- Continuous learning and professional development
- Opportunities to expand skills
- Flexible schedule when business needs require
- Periodic travel for customer meetings, conferences, training, and industry events
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