About the role
What you will do
Onboard every new partner within 7 days of contract signature. Run kickoff calls, provision dashboard access, and confirm the first deliverable date.
Run quarterly business reviews for the top 50 partners. Each QBR includes a performance dashboard, editorial calendar review, and a renewal/expansion conversation.
Own the partner Slack Connect channels for vendor partners. Average response time under 4 business hours.
Track health scores. The role builds and maintains a partner health model (clicks trend, conversion rate, renewal likelihood) that the founder reviews monthly.
Catch churn risk 60 days before contract end. Run a structured save play for any partner whose health score drops below the renewal threshold.
Surface product feedback to the engineering and editorial teams. Maintain a public-facing feedback log so partners see their suggestions land.
What we need from you
4+ years of B2B customer success at a SaaS company, ideally in a partnerships or affiliate context.
Direct experience owning a renewal number. The role has an explicit net-revenue-retention target.
Strong written communication. Most partner interactions are async; the success lead writes the templated emails and the dashboards everyone else uses.
Comfort with light data work: pulling metrics from the partner dashboard, building simple Looker or Metabase views, and presenting trends in QBRs.
Calm under conflict. Some attribution disputes get heated and the success lead is the first line of de-escalation.