Senior Director

What You'll Own

Partner Success Strategy

• Define and execute the long-term vision for partner success across onboarding, adoption, engagement, retention, and expansion.
• Develop scalable frameworks that drive measurable partner outcomes and business impact.
• Establish a partner-centric operating model that supports rapid company growth while maintaining service excellence.
• Serve as executive sponsor for key strategic partner relationships.

Partner Operations & Service Delivery

• Own the operational infrastructure supporting partner onboarding, support, requests, escalations, and lifecycle management.
• Establish operational standards, governance models, service-level objectives, and performance frameworks.
• Drive operational efficiency through automation, systems optimization, and process redesign.
• Lead operational transformation initiatives across the organization.

Enablement & Education

• Build and lead a best-in-class Partner Enablement organization.
• Create scalable education, certification, onboarding, and adoption programs.
• Develop partner-facing learning ecosystems including digital training, playbooks, knowledge centers, and ongoing communications.
• Ensure partners have the resources and capabilities necessary to maximize value from the inKind platform.

Cross-Functional Leadership

• Partner closely with Product and Engineering to ensure partner feedback directly influences product strategy and roadmap decisions.
• Collaborate with Revenue leadership to optimize partner onboarding and long-term retention strategies.
• Work with Marketing to strengthen partner communications, engagement programs, and brand advocacy initiatives.
• Align Finance, Operations, and Systems teams around scalable partner growth initiatives.

Leadership

• Build, mentor, and lead high-performing teams across Partner Success, Operations, Enablement, and related functions.
• Establish organizational structure, workforce planning, and succession planning.
• Develop future leaders while fostering a culture of accountability, innovation, and continuous improvement.
• Represent partner success initiatives with senior leadership and contribute to strategic business planning.

Success Metrics

• Partner onboarding efficiency and time-to-value
• Partner satisfaction and experience metrics
• Partner retention and engagement
• Product adoption and utilization
• Request resolution and operational effectiveness
• Enablement participation and effectiveness
• Operational scalability and automation
• Team performance and organizational health

Required Qualifications

• 10+ years of leadership experience in Partner Success, Customer Success, Operations, Enablement, or related functions.
• 3+ years leading managers and cross-functional teams in a high-growth environment.
• Proven success scaling post-sales organizations.
• Experience building operational infrastructure and enablement programs from the ground up.
• Strong executive presence with demonstrated ability to influence senior stakeholders and cross-functional leaders.
• Deep expertise in operational excellence, service delivery, and organizational scaling.
• Experience leading process improvement and systems implementation initiatives.
• Strong analytical capabilities with experience leveraging KPIs to drive decision-making.

Preferred Qualifications

• Experience in fintech, SaaS, marketplace, hospitality, restaurant technology, or payments industries.
• Experience supporting multi-sided marketplace businesses.
• Familiarity with Salesforce and modern customer success platforms.
• Experience leading organizations through rapid growth and operational scale.
• MBA or equivalent business leadership experience.

Benefits

• Unlimited PTO
• 9 Paid Company Holidays
• 100% Company-Paid Medical and Dental Coverage for Employees
• Vision Coverage Available
• Company-Paid Short-Term Disability
• Child Care Benefits
• Generous Parental Leave
• Professional Development Opportunities
• Daily Catered Lunches and Snacks
• Dining Credit within the inKind Network

Compensation

Base Salary: $170,000 – $195,000 DOE