Partner Success Lead
HybridKuala Lumpur, Kuala Lumpur, Malaysia
Job Summary
Own post-launch success strategy for a portfolio of strategic partners, driving adoption, retention, and expansion outcomes through tailored success plans and clear milestones. Build trusted relationships with key stakeholders to resolve issues and surface recurring needs that inform roadmap and process decisions. Design scalable frameworks including onboarding journeys, training, and health metrics to improve consistency across the partner lifecycle. Collaborate with cross-functional teams to remove friction in onboarding and implementation while proactively identifying at-risk partners for targeted interventions. Lead complex issues to resolution, balancing partner advocacy with internal prioritisation, and facilitate advisory sessions to enable partner performance. Establish reporting rhythms and operating standards to provide visibility on adoption trends and priority actions, ensuring the partner ecosystem grows sustainably.
Required Qualifications
- Entrepreneurial mindset, with a strong sense of ownership and the ability to thrive in a high-autonomy, high accountability environment.
- Proven experience in partner success, customer success, account management or a closely related commercial role.
- Strong commercial acumen and ability to connect partner activity to growth outcomes.
- Proven experience managing partner relationships across all levels of an organisation and driving partner growth, retention and expansion outcomes.
- Proven ability to operate effectively in ambiguity and design scalable systems, processes and ways of working from the ground up.
- Strong stakeholder management and influencing skills, with the ability to align cross-functional teams and drive outcomes without formal authority.
- Experience creating structure, process and playbooks in evolving environments.
- Excellent written and verbal communication skills, including strong presentation skills and the ability to confidently and effectively articulate a story.
- Strong strategic thinking and data-informed prioritisation, with the ability to convert broad strategic goals into structured plans, actions and measurable outcomes.
- Strong technical fluency and and confidence working with API-enabled products, integration environments and platform ecosystems.
- Excellent judgement, with the ability to identify the critical few priorities and make sound trade-offs in a fast-moving environment.
- Collaborative and pragmatic working style, with the ability to work independently while partnering effectively across a broad cross-functional environment.
Desired Qualifications
- Experience scaling up partnership success processes
- Domain knowledge in identity, verification, credentialling or related areas
- Familiarity with product-led change, lifecycle programs or partner health frameworks
- Domain knowledge in online marketplaces and digital platforms
- Experience in early-stage start-ups and scale-ups
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