General Summary:

The Partner Success Manager I/ Customer Success Manager is responsible for alignment at the leadership level of our partners while building and maintaining strong relationships to help these select partners progress on their transformation journey. This role works in partnership with cross-functional teams to help customers accelerate business value and ROI from their investment with ConnectWise.

Essential Duties and 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.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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.
• Preferred: Working knowledge of ConnectWise products and platform features, capabilities, and best use
  cases.

Educational/Vocational/Previous Experience Recommendations:

• Bachelor’s degree in related field or equivalent business experience
• 1+ years of relevant experience

Working Conditions:

• Remote or hybrid depending on location
• 30% travel may be required.