Manager, Partner Success

CULTURAL EXPERIENCES ABROAD LLC• US,

2d•$70,000 - $75,000•Remote

About The Position

The Manager of Partner Success leads and develops a team of Partner Success Managers who support institutional partners throughout their relationship with CEA CAPA. The role is accountable for team performance, partner retention, program growth, strategic account health, and the successful execution of cohort and B2B2C programs. Combining people leadership, operational excellence, and strategic relationship management, the Manager coaches and develops team members, establishes best practices, uses data to drive performance, and collaborates across the organization to help institutional partners achieve their objectives. The role shapes partner experience strategy and develops scalable processes that support partner satisfaction, enrollment growth, adoption, and long-term retention. The Manager oversees selected signature and cohort program implementations, reporting and forecasting, service standards, and portfolio performance. They also maintain executive relationships with select strategic partners, participate in renewal and growth discussions, represent CEA CAPA at partner and industry events, and serve as a senior escalation point for partner concerns. The position is based in Phoenix, Arizona, and is remote eligible.

Requirements

5–8+ years of experience in Customer Success, Partner Success, Account Management, Institutional Relations, or a related field.
2–4+ years of people leadership experience managing professional-level employees.
Proven track record of building high-performing teams and driving customer retention and growth.
Demonstrated success managing strategic relationships and complex stakeholder environments.
Strong business acumen and ability to analyze data to influence decisions.
Experience developing scalable customer success processes and programs.
Exceptional communication, coaching, and presentation skills.
Strong proficiency with Microsoft Office and CRM platforms, including Salesforce.
Bachelor’s degree required.

Nice To Haves

Experience in international education, higher education administration, study abroad, or student mobility programs.
Experience leading customer success or account management teams.
Salesforce reporting and dashboard experience.
Project management experience.
Master’s degree preferred.
Experience studying, living, or working abroad.

Responsibilities

Lead, coach, and develop Partner Success Managers to achieve retention, satisfaction, and enrollment objectives.
Conduct one-on-one meetings, performance reviews, and career development planning; support onboarding, training, and professional development.
Set team goals, KPIs, and accountability measures aligned with organizational objectives; manage workloads and portfolio assignments.
Foster collaboration, continuous improvement, inclusion, and exceptional service.
Develop and execute strategies to improve partner retention, program adoption, and institutional engagement.
Monitor partner health across the portfolio and identify risks and opportunities.
Create scalable processes and service standards that improve consistency and efficiency, and strengthen long-term partner relationships.
Oversee implementation and delivery of selected signature and cohort programs across the partner portfolio.
Ensure accurate forecasting, reporting, pipeline management, and data integrity in Salesforce and other systems.
Set standards for partner communications, service delivery, documentation, and account management; improve workflows, systems, and partner-facing processes.
Collaborate with Institutional Relations, Academics, Enrollment Operations, Finance, Marketing, Health & Safety, Student Advising, and other teams to deliver partner experiences.
Serve as a senior escalation point for partner concerns and service issues; coordinate with Health & Safety leadership on significant student incidents and institutional communications when appropriate.
Advocate for partner needs and influence organizational priorities that enhance the partner experience.
Analyze partner engagement, enrollment, retention, renewal, and satisfaction data; develop dashboards and reporting mechanisms.
Present performance updates and recommendations to senior leadership and implement corrective actions based on trends.
Maintain executive-level relationships with select strategic partners and participate in renewal discussions and growth opportunities for key accounts.
Support initiatives that expand partner engagement and enrollment opportunities.
Represent the organization at conferences, campus visits, partner meetings, and industry events.