Director of Partner Success & Support

Revi•San Francisco, CA

32d•$120,000 - $170,000

About The Position

As Director of Partner Success & Support, you will architect and lead the full post-sales experience â onboarding, adoption, optimization, support, and long-term retention. You will own the operational structure of Partner Success and Support and ensure these teams operate with an AI-first mindset, integrating automation, AI agents, analytics, and intelligent workflows into every step of the partner journey. This role reports to the CEO and is mission-critical to Reviâs scale.

Requirements

5+ years in customer success, implementation, operational excellence, or project management
2+ years in a senior leadership role managing customer-facing or support teams
Experience deploying complex technology systems (POS, kiosk, SaaS, multi-location rollouts)
Familiarity with hardware logistics: shipping, 3PL, installs, and support operations
Experience with iPad/Android configurations, MDM, troubleshooting
Strong communication, presentation, and stakeholder-management skills
Ability to diagnose issues quickly using technical + business reasoning
Familiarity with Salesforce
AI curiosity, adoption, and comfort leveraging AI as a core part of workflows
Demonstrated ability to build predictive workflows, automated systems, or AI-supported processes (or eagerness to learn)

Nice To Haves

Experience supporting SMB & Mid-Market in Retail/Restaurant or e-commerce is a huge plus

Responsibilities

Own Partner Lifecycle & Experience
Lead the teams responsible for onboarding, success, and support for all Partners post-sale.
Design repeatable, scalable, AI-enhanced processes for all Partner touchpoints.
Build systems that anticipate partner needs, drive adoption, and ensure platform stickiness.
Build AI-Driven Processes & Automation
Create, automate, and continuously improve communication workflows using AI tools.
Partner with internal AI teams to integrate AI agents into onboarding, support, data analysis, and training.
Implement predictive insights to identify churn risks, adoption gaps, and growth opportunities.
Operational Leadership
Develop detailed onboarding rollout plans and keep all timelines accountable.
Work with Execs, Product, Eng, AI, and Partner Success Managers to create an optimal end-to-end partner experience.
Standardize processes, establish AI-enhanced SOPs, and build dashboards that provide real-time visibility into partner health.
Drive KPIs + Performance Excellence
Deliver weekly & monthly KPIs such as: TTR CSAT NPS Adoption Rate Task Completions Retention Transaction Growth Outbound Engagement Metrics
Use AI-powered analytics to diagnose root causes, improve workflows, and accelerate results.
Data, Insights & Partner Health
Interpret internal + external data to optimize lifecycle touchpoints.
Implement AI-based health scoring, partner segmentation, and proactive engagement triggers.
Identify partner challenges and propose data-backed solutions.
Cross-Functional Collaboration
Work closely with Sales, Marketing, Product, AI, and Engineering to improve system functionality and partner experience.
Serve as the champion for partner needs as the company builds next-generation AI features.
Team Leadership
Manage Partner Success Managers, Implementation Managers, and Support Leads.
Create a culture of ownership, innovation, and accountability.
Coach and develop team members to perform at the highest levels.
Embed AI tools in daily workflows, empowering your team to work faster and smarter.