Strategic Partner Success Lead for B2B Platforms

FISPAN Services, Inc.

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.