Senior Director, Partner Success

Safe-Guard Products International•Atlanta, GA

19d•Hybrid

About The Position

The Senior Director, Partner Success manages a portfolio of Safe-Guard’s OEM and captive-finance partner accounts and leads the Client Success Partners and Program Managers assigned to them. Reporting to the Vice President, Partner Success, this role owns account plans, Client Health Assessments, QBRs, escalations, and renewals for its portfolio and serves as senior relationship lead for several large partners. The position applies the Client Success standards set by the Vice President and helps improve team processes. Success is measured by client health, retention and renewal results, on-time delivery of partner commitments, and team development. The role is based in Atlanta, Georgia (Sandy Springs) in a hybrid work arrangement and requires travel to partner and client sites as needed, up to 25%.

Requirements

Bachelor’s degree in Business, Finance, Economics, or a related field.
At least 10 years of progressive experience in client success, strategic account management, or relationship management serving enterprise clients.
At least 6 years of people-leadership experience managing account or client-facing teams.
Track record managing strategic, high-revenue accounts, with measurable retention, renewal, and growth results.
Experience with account planning, health scoring, QBRs, and escalation management.
Strong commercial knowledge of master service agreements, renewals, rate and pricing structures, rebates, and invoicing, with the ability to build a value case.
Credibility with senior leaders at partner organizations and internally, and ability to communicate difficult news clearly.
Strong program and project management skills.
Analytical and data-driven approach, with experience managing scorecards, KPIs, SLAs, and root-cause analysis.
Ability to work across functions without direct authority and build agreement among operations, sales, risk, legal, and technology teams.
Experience leading teams through organizational change.
Proficiency with Microsoft Office, including Outlook, Excel, Word, and PowerPoint.
Ability to travel to partner and client sites as required, up to 25%.
Must be authorized to work in the U.S.
Must successfully pass a background check.

Nice To Haves

MBA.
Experience leading managers.
Experience helping build or improve account planning, health scoring, QBR, and escalation-management processes.
PMP or equivalent certification.
Knowledge of automotive F&I products (VSC, GAP, tire and wheel, and ancillary products) and dealer economics.
Third-party administration (TPA) experience.
Experience with work management platforms such as Asana, Jira, or Smartsheet.
Experience with AI-enabled productivity tools.

Responsibilities

Lead a team of Client Success Partners and Program Managers; hire, coach, manage performance, and support team members’ development.
Serve as senior relationship lead for strategic partner accounts and work directly with partner executives.
Build and maintain annual account plans for each partner, with clear owners and due dates tied to Partner Strategy growth goals.
Complete regular Client Health Assessments, flag at-risk accounts, and ensure corrective actions are completed.
Prepare and lead portfolio QBRs using the standard format, coordinate data with Finance & Insights, and send recaps with owners and dates within 48 hours.
Manage client escalations by acknowledging issues the same day, leading recovery plans, and updating partners until resolution; involve the Vice President and Partner Strategy as needed and work with Partner Operations to address root causes.
Prepare for renewals by tracking dates, building value cases, and supporting negotiations with the Vice President, Partner Strategy, and Risk & Pricing.
Monitor commercial account health, including rate and pricing reviews, invoice approval, volume rebates, contract obligations, and SLA reporting.
Ensure partner and dealer requests use formal intake systems such as Asana and ASC, and set shared project-delivery and launch-success goals for Client Success Partners and Program Managers.
Develop and improve Client Success processes, templates, and procedures, and ensure consistent team use.
Use dealer performance data, including penetration, F&I PVR, products per deal, and cancellation trends, in partner discussions; coordinate shared targets with Sales & Dealer.
Coordinate with Partner Operations, Sales & Dealer, Claims & Processing, Risk & Pricing, Legal & Compliance, Technology, and the ePMO to deliver partner commitments and projects.
Report portfolio account health, risks, and renewal status to the Vice President monthly.
Support the team through organizational change while keeping partner commitments, SLAs, and active launches on track.
Recommend staffing and account-coverage changes as the portfolio grows, and identify opportunities for AI-enabled tools and improved reporting to enhance account insight and team productivity.