Senior Partner Success Manager

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Vancouver

On-site

CAD 85,000 - 120,000

Full time

14 days+

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Job summary

FISPAN is seeking a seasoned Customer Success/Account Manager to lead and grow strategic partner relationships across platforms and services. You will coordinate governance reviews, guide internal teams, and ensure timely onboarding and value delivery for partner accounts.

You will own metrics, communicate updates to executives, and collaborate with product teams to align roadmaps with partner needs. This role emphasizes cross-functional collaboration and proactive problem solving.

Qualifications

5+ years of experience in Customer Success Management or Account Management.
Experience with B2B Platforms.
Ability to respond to customer needs quickly and effectively.
Ability to adapt to change and be comfortable with ambiguity.
Excellent communication skills for value-based emails and concise presentations.
Understanding of business performance metrics and data analytics.

Responsibilities

Lead and manage partner accounts in relation to platform and operational priorities.
Collaborate with internal stakeholders to prioritize and deliver partnership improvement programs.
Develop and nurture strategic partner relationships as the main point of contact.
Coordinate monthly and quarterly business reviews.
Lead partner communications regarding critical service-availability incidents.
Define success metrics and develop joint business plans with partners.
Assess partner progress, address challenges, and identify improvement areas.
Plan, execute, and monitor changes to client support and onboarding processes.
Guide partner internal teams in supporting FISPAN products and services.
Coordinate and deliver training sessions, webinars, and workshops.
Track and report partner performance metrics, including revenue, customer acquisition, and retention.
Identify business development opportunities and platform needs and inform the product roadmap.
Advocate for partners within FISPAN and represent their voice in internal decisions.
Provide weekly updates to the executive team on account activity.
Provide initial product and informational support to customers.
Escalate bugs and issues through relevant internal channels.
Act as a subject matter expert on the platform, products, and services.
Address user questions regarding the product and platform.
Drive time-to-revenue, onboarding, retention, adoption, and support-satisfaction outcomes.

Skills

Customer Success Management

Account Management

Data Analytics

Performance Metrics

Project Coordination

Business Development

Onboarding Processes

Training Delivery

Technical Concept Explanation

Joint Business Planning

Education

Bachelor's Degree in Commerce

Bachelor's Degree in Information Technology

Job description

Lead and manage partner accounts in relation to platform and operational priorities
Collaborate with internal stakeholders to prioritize and deliver partnership improvement programs
Develop and nurture strategic partner relationships as the main point of contact
Coordinate monthly and quarterly business reviews
Lead partner communications regarding critical service-availability incidents
Define success metrics and develop joint business plans with partners
Assess partner progress, address challenges, and identify improvement areas
Plan, execute, and monitor changes to client support and onboarding processes
Guide partner internal teams in supporting FISPAN products and services
Coordinate and deliver training sessions, webinars, and workshops
Track and report partner performance metrics, including revenue, customer acquisition, and retention
Identify business development opportunities and platform needs and inform the product roadmap
Advocate for partners within FISPAN and represent their voice in internal decisions
Provide weekly updates to the executive team on account activity
Provide initial product and informational support to customers
Escalate bugs and issues through relevant internal channels
Act as a subject matter expert on the platform, products, and services
Address user questions regarding the product and platform
Drive time-to-revenue, onboarding, retention, adoption, and support-satisfaction outcomes

Requirements

5+ years of experience in Customer Success Management or Account Management
Experience with B2B Platforms
Bachelor's degree in Commerce, Information technology, or related field
Ability to maintain composure in stressful situations
Ability to respond to customer needs quickly and effectively
Ability to adapt to change and be comfortable with ambiguity
Ability to oversee and coordinate multiple projects or initiatives
Detailed-oriented approach to completing tasks, responsibilities, and commitments timely
Excellent communication skills for value-based emails and concise presentations
Understanding of business performance metrics
Experience interpreting data analytics and deriving customer-value insights
Strong customer-focused mindset
Ability to work proactively and independently
Strong prioritization and follow-through
Empathy and sensitivity when responding to challenges
Professional verbal and written communication under pressure
Analytical ability to identify and comprehend complex problems
Ability to understand technical concepts and explain them to others

Core Competencies

Demonstrates expertise in Customer Success Management and Account Management, with a strong focus on developing strategic partner relationships and driving performance metrics. Proficient in coordinating training sessions and managing multiple projects while maintaining excellent communication and analytical skills.

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