Head of Partner Success Management– PayFac

Worldpay•Denver, CO

13d•$186,000 - $280,800

About The Position

Overview We are seeking a strategic, data‑driven Partner Success leader to oversee partner success and retention across our global payments and fintech ecosystem. This role is accountable for driving partner health, deepening satisfaction, establishing a scalable feedback loop into product and operations, and ensuring partners realize maximum value across our suite of solutions. The ideal candidate blends operational excellence, empathy, and business acumen—someone who can elevate partner sentiment while strengthening the commercial relationship and fueling long‑term growth. Key Responsibilities Partner Health & Satisfaction Develop and operationalize a holistic Partner Health Score incorporating product adoption, transaction performance, issue velocity, support interactions, and revenue signals. Build processes and playbooks that ensure proactive outreach to at‑risk partners and high-touch engagement for strategic accounts. Partner directly with Sales, Product, Operations, and Support teams to identify friction points and optimize partner experience. Retention & Growth Own partner retention KPIs including churn prevention, expansion opportunities, and value realization across the partner lifecycle. Work with sales teams to build predictive models and structured success plans that identify upsell/cross‑sell opportunities in collaboration with Commercial teams. Partner with Sales on delivering QBRs, performance reviews, and long-term relationship strategies for top-tier partners. Product Feedback Loop Establish a structured and measurable partner‑to‑product feedback pipeline to surface insights from partners to Product, Engineering, and UX. Translate partner sentiment, use‑case gaps, and feature requests into clear, actionable product requirements. Ensure the voice of the partner is represented in roadmap prioritization and go‑to‑market planning. Partner Sentiment Management Partner with Partner Experience teams to leverage NPS/CSAT information to influence partner sentiment. Identify recurring partner concerns, trends, and root causes, and drive cross-functional initiatives to resolve them. Use Customer Success management tools, reports and dashboards that track sentiment trends and correlate them with revenue, adoption, and growth metrics. Cross-Functional Leadership Act as the executive sponsor for strategic partners, cultivating trust, transparency, and long‑term shared value. Collaborate with Compliance, Risk, and Operations teams to ensure partners experience seamless integrations and ongoing reliability. Champion operational excellence through process improvements, automation, and tooling enhancements within Partner Success systems. Team Leadership & Development Lead, mentor, and scale a high-performing Partner Success organization covering partner management, onboarding, lifecycle management, and insights. Build an operating model that supports segmentation, coverage strategy, and specialization across diverse partner types. Drive a culture centered on accountability, continuous improvement, and partner obsession.

Requirements

10+ years in Partner Success, Partner Management, Customer Success, or Account Management, preferably within payment processing, fintech, SaaS, or B2B enterprise technology.
Deep understanding of the payments ecosystem (acquiring, gateways, fraud, settlement, card networks, etc.).
Proven track record of reducing churn, improving sentiment, and leading large, complex partner portfolios.
Experience collaborating across Product, Engineering, Operations, Risk, and Sales.
Strong analytical skills with the ability to build health models, KPI frameworks, and executive dashboards.
Exceptional communication, executive presence, and relationship-building skills with C‑level audiences.
Ability to thrive in a fast-paced, highly matrixed, growth-oriented environment.

Responsibilities

Develop and operationalize a holistic Partner Health Score incorporating product adoption, transaction performance, issue velocity, support interactions, and revenue signals.
Build processes and playbooks that ensure proactive outreach to at‑risk partners and high-touch engagement for strategic accounts.
Partner directly with Sales, Product, Operations, and Support teams to identify friction points and optimize partner experience.
Own partner retention KPIs including churn prevention, expansion opportunities, and value realization across the partner lifecycle.
Work with sales teams to build predictive models and structured success plans that identify upsell/cross‑sell opportunities in collaboration with Commercial teams.
Partner with Sales on delivering QBRs, performance reviews, and long-term relationship strategies for top-tier partners.
Establish a structured and measurable partner‑to‑product feedback pipeline to surface insights from partners to Product, Engineering, and UX.
Translate partner sentiment, use‑case gaps, and feature requests into clear, actionable product requirements.
Ensure the voice of the partner is represented in roadmap prioritization and go‑to‑market planning.
Partner with Partner Experience teams to leverage NPS/CSAT information to influence partner sentiment.
Identify recurring partner concerns, trends, and root causes, and drive cross-functional initiatives to resolve them.
Use Customer Success management tools, reports and dashboards that track sentiment trends and correlate them with revenue, adoption, and growth metrics.
Act as the executive sponsor for strategic partners, cultivating trust, transparency, and long‑term shared value.
Collaborate with Compliance, Risk, and Operations teams to ensure partners experience seamless integrations and ongoing reliability.
Champion operational excellence through process improvements, automation, and tooling enhancements within Partner Success systems.
Lead, mentor, and scale a high-performing Partner Success organization covering partner management, onboarding, lifecycle management, and insights.
Build an operating model that supports segmentation, coverage strategy, and specialization across diverse partner types.
Drive a culture centered on accountability, continuous improvement, and partner obsession.