Partner Success Lead: Onboarding, Training & Resolution

Resolv Global; Xalapa-Enríquez; Remote; MXN 150,000 - 199,000; Full time

Job summary

Resolv Global is seeking a Partner Support Specialist for a fully remote, contract-based role with a focus on high ownership of client relationships. You will onboard and train clients, troubleshoot issues, and guide conversations from first contact to full resolution while coordinating with Sales, Product, and Engineering teams.

You will monitor adoption, address blockers, and maintain proactive communication with clients, ensuring a positive experience and minimizing churn in a fast-moving

Qualifications

• 2+ years in SaaS Customer Success, Partner Success, Implementation, Account Management, or similar client-facing roles.
• Experience onboarding customers and leading remote demos, walkthroughs, or training sessions.
• Comfort operating inside software platforms and learning new technical workflows quickly.
• Able to troubleshoot problems and distinguish symptoms from root causes.

Responsibilities

• Onboard new clients through kickoff calls, live walkthroughs, training sessions, and Q&A.
• Become a trusted point of contact for clients after launch.
• Monitor client adoption and identify potential issues before they become larger problems.
• Respond quickly when a client is blocked, frustrated, or needs immediate assistance.
• Lead difficult client conversations with confidence, empathy, and sound judgment.
• Troubleshoot workflow, platform, and process issues.
• Ask strong diagnostic questions and work toward identifying root causes.
• Translate client issues into clear, actionable information for Product, Engineering, and Operations.
• Track open issues through resolution and ensure nothing falls through the cracks.
• Gather client feedback and identify recurring pain points.
• Help improve processes, documentation, and client success playbooks.
• Identify renewal, expansion, and upsell opportunities with Sales.

Skills

Onboarding

Remote comms

Problem solving

Ownership

Customer success

Stakeholder mgmt

Time management

Tools

CRM systems

Ticketing systems

Helpdesk tools

Job description

Resolv Global is seeking a Partner Support Specialist for a fully remote, contract-based role with a focus on high ownership of client relationships. You will onboard and train clients, troubleshoot issues, and guide conversations from first contact to full resolution while coordinating with Sales, Product, and Engineering teams.

You will monitor adoption, address blockers, and maintain proactive communication with clients, ensuring a positive experience and minimizing churn in a fast-moving