Partner Success Manager

Weave•Lehi, UT

8d•Hybrid

About The Position

As a Partner Success Manager (PSM) on the Partner team, you will play a pivotal role in driving revenue retention and operational efficiency by supporting the day-to-day partner and partner-customer experience after a partnership is active. This role acts as a primary support point of contact for partner/customer needs, escalations, benefit questions, routine record maintenance, and follow-up, ensuring a smooth, consistent partner experience.

Requirements

2+ years of experience in a customer success, account management, or partner support role (preferably within an SMB-focused SaaS product environment).
Proven ability to thrive in a highly cross-functional environment, comfortably moving between external partner communication and internal coordination.
Strong track record of managing support-related escalations and coordinating follow-through to absolute resolution.
Excellent communication, presentation, and negotiation skills to handle delicate partner relations.
Ability to adapt, multitask, and thrive in a fast-paced, dynamic sales and support environment.
Experience using Salesforce (or similar CRM) for tracking, pipeline monitoring, and maintaining accurate customer account records.
Proficiency in Zoom (or similar video conferencing tools) for virtual meetings and partner synchronization.

Nice To Haves

Bachelor's degree in Business, Marketing, Sales, or a related field.
Experience in the dental or medical industry is a plus, but not required.
Previous experience in channel sales support, partner operations, or a partner-led success model is highly preferred.

Responsibilities

Act as a first point of contact for partner/customer operational questions and help resolve routine partner-related customer issues.
Help partners understand baseline processes, such as onboarding, lead submission, customer benefits, and escalation paths.
Coordinate follow-up between partners, partner managers, and internal teams, ensuring partners know where to go for help and that open issues are resolved in a timely.
Own partner-related support escalations from intake to follow-up, gathering relevant details and routing issues to the correct internal team.
Provide consistent status updates regarding open partner/customer issues to partner managers, partners, and appropriate stakeholders.
Identify repeated escalation trends and recurring process gaps that may require broader operational improvement.
Support partner managers with routine operational needs to reduce bottlenecks and increase team capacity.
Use existing dashboards and reports to answer partner or partner manager questions.
Distribute standardized partner-facing reports when available to maintain visibility and alignment.
Regularly communicate with internal teams (e.g., Support, Billing, Finance, Sales, Partner Managers) to coordinate and ensure support for partner sales initiatives.
Maintain close alignment with Partner Managers and Partner Operations/Data to allow operations resources to focus on scalable systems, commissions, dashboards, and reporting.
Gather required information and background for commission, rebate, or payment inquiries.
Efficiently triage and route complex payment or reporting questions to the appropriate internal owner for deeper review.