Partner Success Lead

Responsibilities

• Own a book of concurrent customer engagements from partner matching through completed outcomes, tracking scope, timelines, blockers, and Claude usage.
• Run weekly delivery reviews and escalate stalled or at-risk engagements with a diagnosis, owner, and specific ask.
• Unblock partner capacity, scope, customer readiness, product questions, deal-registration conflicts, and customer dissatisfaction through resolution.
• Own delivery quality and consumption metrics, including on-time completion, time to completion, delivered consumption, weekly active use, and account risk.
• Build senior relationships with managed partners' practice and delivery leadership.
• Develop each partner's Claude practice through certified bench depth, repeatable industry offerings, and customer stories.
• Turn successful approaches into reusable methodologies, review packs, unblocking plays, and practice-building guides.
• Run quarterly practice reviews covering completed engagements, customer adoption, certified practitioners, references, and industry positioning.
• Present partner executive briefings, practitioner enablement sessions, customer discussions, and internal reviews.
• Evaluate partner co-investment and program funding requests against measurable outcomes and milestones.
• Coordinate handoffs with Partner Sales, Partner Delivery, Partner Account Managers, Customer Success Managers, and direct sales.
• Instrument the partner book and track engagements, stall rates, time to unblock, consumption, certified practitioners, and partner health.
• Use Claude and telemetry to draft diagnoses and review materials while applying judgment and feeding field insights into playbooks and operating processes.

Requirements

• Experience owning a high-volume book of approximately 10–30 concurrent customer engagements, projects, or accounts through completion.
• Experience building structured, repeatable operating motions, checklists, review formats, or playbooks.
• Track record tied to completed work and customer behavior, such as on-time delivery, adoption, retention, consumption, or expansion.
• Ability to assess delivery quality, engagement plans, scope, timelines, and risks.
• Strong escalation and unblocking judgment across partners, customers, sales, customer success, and product teams.
• Excellent presentation and communication skills with executives, practitioners, customers, and internal leadership.
• Deep understanding of customer success in a usage-based business and ability to interpret consumption trends.
• Technical fluency sufficient to review partner architecture and ask substantive questions; coding is not required.
• Active daily use of Claude or another large language model for work.

Nice-to-haves

• 5–8 years working with consulting and systems integration partners or in delivery-facing customer success at a software company, cloud platform, or partner-led business.
• Direct experience with global or regional systems integrators and their delivery practices.
• Experience running at-risk or red account reviews and turning around stalled work.
• Experience leading surge teams and setting playbooks and review packs for contract or offshore delivery coordinators.
• Depth in financial services, healthcare, public sector, retail, or manufacturing.
• Experience managing co-investment or market development funding against specific outcomes.
• Experience running quarterly business reviews with consulting firm practices.

Compensation

• Annual salary: $300,000–$365,000