Director, Partner Success

Microsoft•,

1d•$130,900 - $272,300

About The Position

At Small Medium Enterprises and Channel (SME&C), we are leading a fast-growing, AI-powered global sales team—one that is deeply connected to our partners and driven by customer success. By uniting our Small Medium Business, Corporate, Strategy, and Partner teams, we are unlocking the largest customer opportunity, backed by the industry’s most significant investments. Leveraging the power of AI and our extensive partner ecosystem, we are redefining how businesses of all sizes adopt technology to drive growth and innovation. SME&C is more than a sales organization—it’s a culture of innovation, opportunity, and inclusivity. Here, you’ll be part of a diverse, high-performing, and customer-obsessed team where collaboration, connection, and continuous learning fuel everything we do. If you thrive in a fast-paced, digital-first environment and are eager to make a meaningful impact, explore how SME&C can be the next step in your career. Together, we are shaping the future of business. Within SME&C, our Customer Success organization empowers Cloud Solution Provider (CSP) partners to build durable, AI-first support practices through our Unified for Partners (UFP) Practice Builders. As a Director, Partner Success (also referred to as the Support PSM Manager), you will lead a team of Support Partner Success Managers (PSMs) who help top partners mature their support capabilities and become self-sufficient—reducing escalations to Microsoft and delivering the best experience and fastest resolution for customers. You will build, coach, and develop a high-performing team of delivery-oriented specialists, and set the standard for how your team runs the Support Capability Benchmark, co-authors joint execution plans with Customer Success Account Managers (CSAMs) and Service Managers, and delivers technical briefings, success programs, and operational intellectual property (IP). You will own your team’s collective outcomes—chief among them the reduction of partner escalation rates to Microsoft—and represent the Support practice-building motion to senior Microsoft and partner stakeholders. You are accountable for landing a consistent, high-quality delivery model across your portfolio and for orchestrating with Azure and AI Business Solutions (ABS) Partner Success, Cloud Solution Architects, Service Managers, and Partner Development Managers. Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Requirements

Bachelor's Degree in Engineering, or related field AND 9+ years experience in experience in sales, industry channel sales, and industry sales OR equivalent experience.
2+ years of people management experience include leading teams or people through formal management or team/technical leadership.
Experience leading customer success, support delivery, or partner-facing delivery teams at scale.
Experience with the CSP / partner ecosystem and with maturing partner or customer support capabilities.
Technical breadth across Azure, Microsoft 365, and identity and security.
Experience with proactive services, maturity models, and support operations metrics such as escalation rate, case deflection, and mean-time-to-resolution (MTTR).

Responsibilities

Build, lead, and develop a team of Support Partner Success Managers—attracting, hiring, onboarding, coaching, and retaining top delivery talent.
Set clear expectations, give timely feedback, and remove blockers so your team can deliver partner outcomes.
Set the standard for how your team runs the Support Capability Benchmark, co-authors partner-endorsed execution plans, and delivers technical briefings, success programs, and operational IP.
Ensure consistent, high-quality delivery across the portfolio and share reusable best practices across the team.
Own your team’s collective outcomes, most important among them the reduction of partner escalation rates to Microsoft and improvement in case deflection and self-resolution.
Track team performance against plans and outcomes and institute improvement plans where needed.
Represent the Support practice-building motion to senior Microsoft and partner leaders and participate in Partner Success Delivery Reviews (PSDRs) with sponsoring executives.
Orchestrate across Azure and ABS Partner Success, Customer Success Account Managers, Cloud Solution Architects, Service Managers, and Partner Development Managers to deliver a unified partner experience.
Contribute to partner coverage and prioritization decisions and align team capacity to the highest-impact partners.
Use insights from benchmarks and delivery to inform the evolution of the Support practice-building offer.
Embody our Culture and Values.