Senior Manager of Partner Success
Salary Range: $80,000 - $95,000 annually
Position Overview: We are seeking a dynamic and experienced Senior Manager of Partner Success to join our media agency team, playing a pivotal role in managing our partner relationships and contributing to the long-term success of our organization. As a key member of the Partner Success team, you will drive customer success, formulate strategic plans, and facilitate the growth of the Partner Success department. The ideal candidate is a seasoned professional with a proven track record in account management, customer success, and business development within the media and advertising ecosystem.
Responsibilities:
Partner Management & Performance Analysis:
- Cultivate and maintain strong relationships with existing agency partners and clients
- Act as the primary point of contact for key partners, ensuring satisfaction, addressing inquiries, resolving issues, and facilitating effective communication
- Proactively engage with partners to understand their evolving needs and identify opportunities for mutual growth
- Lead partner onboarding efforts, ensuring a seamless transition from sales to long-term success
- Develop and track partner health scores and implement strategies to improve retention rates
- Develop and maintain reports on Partner Success metrics, tracking key performance indicators (KPIs) and partner health
- Use data-driven insights to identify areas for improvement and implement strategies to optimize partner relationships
- Regularly report on the status of Partner Success efforts, providing updates and recommendations to leadership
- Create forecasts for partner retention, expansion, and overall revenue impact
Collaboration with Cross-Functional Teams:
- Collaborate with sales, marketing, product, and other relevant teams to ensure seamless execution of Partner Success initiatives
- Provide insights and feedback from partners to inform product development, marketing strategies, and partner-facing communications
- Lead or participate in cross-departmental initiatives aimed at improving the partner experience
- Represent the voice of the partner in internal discussions and decision-making processes
- Facilitate regular cross-team meetings and communication to ensure alignment on partner objectives
- Work closely with the sales team on account transitions and expansion opportunities
- Partner with marketing on case studies, testimonials, and partner advocacy programs
Strategic Planning & Development:
- Collaborate with the Partner Success, Marketing, and Sales teams to identify and pursue new business opportunities with existing and potential partners
- Develop and implement strategies that drive partner retention, engagement, and satisfaction
- Contribute to the development of strategic plans for the Partner Success team, aligning with overall company goals
- Identify and pursue upsell and cross-sell opportunities within the existing partner base
Product Updates and Integration:
- Stay informed about product updates and changes, ensuring partners are well-informed and equipped to integrate new features seamlessly
- Provide insights and feedback from partners to inform product development, marketing strategies, and partner-facing communications
- Lead or participate in cross-departmental initiatives aimed at improving the partner experience
- Represent the voice of the partner in internal discussions and decision-making processes
- Lead regular cross-team meetings and communication to ensure alignment on partner objectives
- Work closely with the sales team on account transitions and expansion opportunities
- Partner with marketing on case studies, testimonials, and partner advocacy programs
Qualifications:
- 5+ years of experience in customer success, account management, or a related role within the media agency or advertising industry
- Proven track record in managing client/partner relationships and driving business growth
- Strong understanding of customer retention strategies and business development in the media landscape
- Experience with CRM platforms (Salesforce, HubSpot) and analytics tools
- Knowledge of digital media, advertising technology, and agency operations
- Excellent communication, interpersonal, and leadership skills
- Ability to thrive in a fast-paced, dynamic environment
- Proactive and results-oriented mindset
- Experience building and managing a team (preferred)
- Bachelor's degree in Business, Marketing, Communications, or a related field (preferred)
Performance Expectations:
- Achieve 90%+ partner retention rate year-over-year
- Drive 20%+ revenue growth from existing partners through upsells and expansions
- Maintain high partner satisfaction scores (NPS of 40+)
- Successfully onboard new partners within defined timeframes
Work Arrangement:
This is a remote position with occasional travel to company meetups.
Reporting Structure: This role reports directly to the VP of Partner Strategy and collaborates closely with other department heads. As the organization grows, you may be required to build and lead a team of Partner Success Managers.
If you are a strategic thinker with a passion for building and nurturing successful partner relationships in the media industry, we invite you to apply and contribute to our continued growth and success.
