Partner Success Manager
$65,000–$70,000 year
Remote
Job Summary
Lead customer onboarding by developing implementation plans, coordinating with internal teams, and delivering product training to ensure seamless transitions from Account Execution. Serve as the primary point of contact for assigned enterprise partners, conducting Quarterly Business Reviews to review utilization, business outcomes, and future opportunities while maintaining accurate records within the CRM. Drive product adoption and retention by educating customers on best practices, proactively identifying risks, and executing expansion, cross-sell, and upsell strategies with the Account Executive. Collaborate with Sales, Support, and Product teams to resolve concerns and advocate for customer needs to maximize the value of Convo's accessibility and communication services. Fluency in American Sign Language and lived experience within the Deaf community are required.
Required Qualifications
- 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 customer lifecycle
- Demonstrated 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 effectively communicate the value of products and services
- Experience using a CRM platform such as Salesforce, HubSpot, or a similar system
- Strong organizational skills with the ability to manage multiple customer accounts, priorities, and deadlines
- Demonstrated ability to work independently, exercise initiative, and maintain accountability for assigned goals
- Ability to collaborate effectively with cross-functional teams in a remote and fast-moving environment
- Ability to handle customer, contractual, financial, and organizational information with appropriate confidentiality and professionalism
- Fluency in American Sign Language, and lived, professional, or community experience within the Deaf and/or hard of hearing community
- Ability to work independently with a high degree of ownership, accountability, and sound judgment
- Ability to travel periodically for customer meetings, conferences, training, and industry events
- Have a valid passport for travel
- Ability to work a flexible schedule when business needs require
Desired Qualifications
- Bachelor's degree in Business, Communications, Marketing, or a related field, or equivalent professional experience
- Experience supporting enterprise or strategic customer accounts
- Experience within a B2B, SaaS, technology, telecommunications, accessibility, language access, or service-based environment
- Experience conducting Quarterly Business Reviews (QBRs) or executive business reviews
- Experience supporting customer retention, renewals, and expansion opportunities
- Knowledge of accessibility practices and the communication needs of Deaf and hard of hearing individuals and communities
- Experience working with enterprise customers whose operations depend on interpreting, language access, accessibility, or other high-utilization service models
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