Senior Partner Success Manager (Remote)

DrFirst; United States; Teletrabalho; USD 135 000 - 165 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive base salary

Performance-based bonus program

Medical, dental, vision insurance

401K with employer match

HSA contributions

Paid time off and holidays

Professional development

Resumo da oferta

DrFirst seeks a Senior Customer Success Manager to lead a portfolio of strategic partner accounts, driving long-term satisfaction, retention, and expansion. You will collaborate across Channel Management, Product, Support, Learning Services, and PMO to maximize value for enterprise customers.

You will shape the customer success strategy, mentor colleagues, and deliver outstanding experiences to our most valued customers in a remote-first environment.

Qualificações

• Bachelor's degree required; Master's degree a plus.
• 7+ years in Customer Success, Account Management, or Strategic Partnerships in a B2B SaaS environment.
• Proven ability to manage and grow complex enterprise accounts across cross-functional teams.
• Excellent communication and executive presence, with experience presenting to senior leadership.
• Proficient with CRM and CS tools (Salesforce, Gainsight, Totango) and data-driven reporting.
• Ability to lead through ambiguity and drive continuous improvement in a fast-paced environment.
• Collaborative leadership style with a track record of influencing without authority.

Responsabilidades

• Serve as the primary contact and strategic advisor for a portfolio of high-impact Partner Solutions accounts, ensuring long-term customer satisfaction and retention.
• Lead executive business reviews and ongoing success planning for assigned accounts, communicating the value delivered and identifying expansion opportunities.
• Drive account health monitoring through structured plans, touchpoints, risk mitigation, and stakeholder engagement strategies.
• Partner closely with Channel Managers to elevate, prioritize, and resolve issues, ensuring a coordinated and unified customer experience.
• Share actionable insights and trends with internal teams to influence product innovation, user experience, onboarding, and customer lifecycle strategies.
• Develop and continuously improve scalable playbooks, best practices, and reporting that optimize customer success operations across the Partner Solutions group.
• Act as a mentor and resource for junior Customer Success Managers, helping to level up team capabilities and performance.
• Serve as a voice of the customer to influence internal roadmap, processes, and support models that meet the evolving needs of enterprise customers.

Conhecimentos

Strategic thinking

Executive communication

Cross-functional collaboration

Revenue growth focus

CRM experience

Formação académica

Bachelor's degree

Master's degree a plus

Ferramentas

Salesforce

Gainsight

Totango

Descrição da oferta de emprego

DrFirst seeks a Senior Customer Success Manager to lead a portfolio of strategic partner accounts, driving long-term satisfaction, retention, and expansion. You will collaborate across Channel Management, Product, Support, Learning Services, and PMO to maximize value for enterprise customers.

You will shape the customer success strategy, mentor colleagues, and deliver outstanding experiences to our most valued customers in a remote-first environment.