Partner Success Manager

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.

This role will report to the Senior Director of Channel Partners

This role will be hybrid

• 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.

• 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.

• 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.