Remote Partner Success & Onboarding Lead

Resolv Global; Toluca; Remote; MXN 153,000 - 204,000; Full time

Job summary

Resolv Global is seeking a Partner Support Specialist for a fully remote role focused on owning client conversations from kickoff to resolution. You will onboard and train clients, troubleshoot issues, and partner with Sales, Operations, Product, and Engineering to keep momentum on urgent problems.

You’ll stay calm under pressure, ask the right questions, and take ownership of the client experience, guiding conversations and processes to ensure successful outcomes and long-term relationships.

Qualifications

• 2+ years in SaaS Customer Success, Partner Success, Implementation, Account Management, or similar.
• Experience onboarding customers and leading remote demos or training sessions.
• Comfort working inside software platforms and learning new technical workflows quickly.
• Ability to troubleshoot problems and distinguish symptoms from root causes.
• Confident communication with clients at different levels.
• Calm and professional when dealing with frustrated or demanding clients.

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 or needs immediate assistance.
• Lead difficult client conversations with confidence, empathy, and sound judgment.
• Troubleshoot workflow, platform, and process issues.
• Ask strong diagnostic questions to identify root causes.
• Translate client issues into clear information for Product, Engineering, and Operations.
• Track open issues through resolution and prevent slips.
• Gather client feedback and identify recurring pain points.
• Help improve processes, documentation, and client success playbooks.
• Identify renewal, expansion, and upsell opportunities in partnership with Sales.
• Manage multiple client conversations, projects, and priorities.

Skills

SaaS Customer Success

Onboarding

Remote demos

Communication

Ownership

Problem-solving

Tools

CRM systems

Ticketing platforms

Implementation tools

Job description

Resolv Global is seeking a Partner Support Specialist for a fully remote role focused on owning client conversations from kickoff to resolution. You will onboard and train clients, troubleshoot issues, and partner with Sales, Operations, Product, and Engineering to keep momentum on urgent problems.

You’ll stay calm under pressure, ask the right questions, and take ownership of the client experience, guiding conversations and processes to ensure successful outcomes and long-term relationships.