Partner Success Manager

Strategic Partner Management

• Own the post-integration experience for a portfolio of partner accounts, serving as their primary point of contact and trusted advisor.
• Build deep, consultative relationships with key stakeholders including executives, product leaders, and technical teams.
• Develop customized success plans that align partner business objectives with Payabli's capabilities and roadmap.
• Act as the voice of the partner internally, ensuring their needs are understood and prioritized across Product, Engineering, Sales, and Operations teams.

Partner Enablement & Adoption

• Drive platform adoption by coordinating training, feature rollouts, and strategic touchpoints tailored to each partner's needs.
• Conduct regular business reviews to assess performance, review key metrics, and identify optimization opportunities.
• Proactively monitor partner health indicators and intervene early to address concerns or remove blockers.
• Educate partners on industry best practices, compliance requirements, and emerging payment trends relevant to their vertical.

Growth & Retention

• Identify and execute expansion opportunities including upsells, cross-sells, and new use cases that align with partner goals.
• Ensure high retention rates by delivering measurable outcomes, maintaining partner satisfaction, and mitigating churn risk.
• Develop and execute strategies to increase transaction volume, merchant acquisition, and revenue generation for partners.
• Collaborate with Sales to support contract renewals and identify opportunities for deeper partnership engagement.

Problem Resolution & Advocacy

• Own issue resolution from intake through resolution, coordinating with Support, Engineering, and Operations as needed.
• Manage escalations with urgency and transparency, keeping partners informed throughout the resolution process.
• Synthesize partner feedback and pain points to inform product roadmap decisions and service improvements.
• Navigate complex situations including underwriting challenges, funding discrepancies, and integration issues with confidence and composure.

Data-Driven Decision Making

• Track and analyze key performance indicators including partner health scores, processing volumes, approval rates, and merchant concentration.
• Provide regular reporting to partners and internal stakeholders on account performance, risks, and opportunities.
• Use data insights to make strategic recommendations and drive continuous improvement in partner outcomes.
• Maintain accurate records in CRM systems to ensure visibility and collaboration across teams.

Required Experience & Skills

• 3-5+ years of experience in Client Success, Account Management, or Strategic Partnership roles, preferably in payments, fintech, or SaaS.
• Proven track record of managing high-value accounts with measurable retention and growth outcomes.
• Strong understanding of payment processing fundamentals, merchant services, and fintech ecosystems.
• Exceptional relationship-building skills with the ability to influence and collaborate with executive-level stakeholders.
• Outstanding communication skills—both written and verbal—with the ability to simplify complex technical concepts.
• Strong analytical and problem-solving abilities with a data-driven approach to decision-making.
• Proficiency with CRM platforms, customer success tools, Excel, and business intelligence software.
• Self-starter mentality with the ability to work independently, manage competing priorities, and thrive in a fast-paced environment.

Nice to Have

• Experience working with vertical SaaS platforms or understanding of specific industry verticals (banking, property management, healthcare, etc.).
• Technical aptitude with APIs, integrations, or software implementation.
• Experience with customer success platforms like Gainsight or ChurnZero.
• Knowledge of payment compliance, underwriting processes, or risk management.
• Background in consulting, strategic operations, or business development.