# Director, Inside Partner Success

**Company:** [TheGuarantors](https://hotfix.jobs/companies/theguarantors)
**Location:** Remote
**Role:** Customer Success
**Salary:** $105k – $115k/yr
**Experience:** 8+ years
**Skills:** HubSpot, Zendesk, Google Workspace, video conferencing, sla management, ticket triage, nps, Power BI, ZoomInfo, monday.com, Gong, crm management, customer success operations, multifamily real estate, B2B SaaS
**Posted:** 2026-08-03

> Leads the Inside Partner Success team, overseeing inbound client support, service levels, training, CRM quality, and partner engagement. Requires 5+ years of B2B2C customer success experience, at least 2 years managing people, and strong operational and cross-functional leadership skills.

## Job Description

## Responsibilities
- Lead and manage the Inside Partner Success team to provide timely, consistent service to multifamily clients.
- Oversee operational support and service standards for contracted clients.
- Manage performance against SLAs and KPIs, including ticket resolution speed, NPS, and resolution volume.
- Mentor and coach associates through virtual and in-person professional development sessions.
- Establish cross-functional collaboration and ticket escalation processes for complex partner needs.
- Develop recurring group retraining programs and maintain standards for retraining coordination, scheduling, and handoffs.
- Maintain CRM hygiene and data accuracy in HubSpot and Zendesk.
- Manage, adjust, and expand existing business accurately and consistently.
- Analyze client performance and feedback data to support business needs.
- Partner with Account Management and the broader GTM team to support program usage.
- Communicate updates, risks, blockers, and recommendations proactively.
- Improve training materials, client communication, and user engagement strategies.
- Make decisions and recommendations using data, judgment, and business context.
- Complete work in accordance with applicable policies, procedures, standards, and regulatory requirements.

## Requirements
- 5+ years of experience in B2B2C customer success, including 2+ years of direct team management experience.
- Proficiency with HubSpot, Zendesk, Google Suite, and video conferencing tools.
- Strong understanding of inbound and outbound customer success operations, SLA management, ticket triage, escalation design, and team performance frameworks.
- Experience managing client-facing, training, or account management roles and partnering with GTM, Outbound Partner Success, Customer Success, and Marketing teams.
- Bachelor's degree in Business, Finance, English Literature, Communications, Psychology, or equivalent practical experience.

## Nice-to-Haves
- Experience in a regulated, client-facing environment.
- Experience with Power BI, ZoomInfo, Monday.com, Enable.Us or similar data room tools, Gong, and ALN.
- Exposure to commercial multifamily real estate, proptech, or insurance.
- Experience in commercial multifamily real estate, consumer credit, lending, or B2B SaaS.
- 2+ years in the multifamily industry.

## Compensation and Benefits
- Base salary: **$105,000–$115,000 annually**.
- OTE: **$190,000–$210,000**.
- Medical, dental, and vision insurance beginning day one.
- Health savings account with employer contribution.
- Flexible spending accounts for healthcare, dependent care, and commuting.
- 401(k).
- Generous PTO and paid holidays.
- In-office lunch perk.
- Flexible working hours.
- Paid parental leave.
- Company-sponsored short- and long-term disability.

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