Partner Success & Onboarding Lead

Resolv Global; Cape Town; Remote; ZAR 159,000 - 205,000; Full time

Job summary

Resolv Global is seeking a Partner Support Specialist to own client interactions from onboarding to resolution. You will lead conversations, train clients, troubleshoot issues, and collaborate with Sales, Operations, Product, and Engineering.

This fully remote, contract role requires strong communication, calm under pressure, and proactive issue ownership. Responsibilities include onboarding via kickoff calls, guiding adoption, resolving escalations, diagnosing root causes, and identifying

Qualifications

• 2+ years of experience in SaaS Customer Success, Partner Success, Implementation, Account Management, or a similar client-facing role
• Experience onboarding customers and leading remote demos, walkthroughs, 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 in communicating with clients at different levels
• Calm and professional with frustrated or demanding clients
• Takes ownership and demonstrates strong follow-through
• Highly organized with the ability to manage multiple accounts or projects

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 early
• Respond quickly when a client is blocked or needs immediate assistance
• Lead difficult client conversations with empathy and sound judgment
• Troubleshoot workflow, platform, and process issues
• Ask diagnostic questions and identify root causes
• Translate client issues into actionable information for Product/Engineering/Operations
• Track open issues through resolution and prevent leaks
• Gather client feedback and identify recurring pain points
• Help improve processes, documentation, and client success playbooks
• Identify renewal, expansion, and upsell opportunities with Sales
• Manage multiple client conversations, projects, and priorities

Skills

Customer Success

Account Management

Onboarding

Remote Demos

Troubleshooting

Communication

Time Management

Tools

CRM systems

Ticketing systems

Support platforms

Implementation tools

Job description

Resolv Global is seeking a Partner Support Specialist to own client interactions from onboarding to resolution. You will lead conversations, train clients, troubleshoot issues, and collaborate with Sales, Operations, Product, and Engineering.

This fully remote, contract role requires strong communication, calm under pressure, and proactive issue ownership. Responsibilities include onboarding via kickoff calls, guiding adoption, resolving escalations, diagnosing root causes, and identifying