Head of Customer & Partner Success

A non-profit organization is looking for a Head of Customer & Partner Success to join their team.

This role is remote.

Responsibilities

• Drive satisfaction, retention, and growth by delivering exceptional experiences for enterprise customers and partners.
• Oversee onboarding programs for new enterprise customers and partners, ensuring they are equipped to succeed with firm's offerings.
• Act as the primary advocate for partner and customer satisfaction, monitoring Net Promoter Score (NPS) and other engagement metrics to identify areas for improvement.
• Develop and execute retention and renewal strategies, ensuring high retention rates among enterprise customers and partners.
• Own the process and KPIs for upselling additional products and services to existing customers, contributing to overall revenue growth.
• Proactively identify and resolve issues or concerns to ensure a positive experience for all customers and partners.
• Foster relationships with certified trainers, ensuring their success through proactive support and advocacy.
• Serve as the primary point of contact for certified trainers (CSTs, CSATs), building trust and ensuring alignment with firm's mission.
• Oversee trainer onboarding, certification, and renewal processes to maintain high standards and engagement.
• Collaborate with trainers to support new product adoption, provide updates on policy changes, and address concerns or challenges.
• Establish systems to monitor trainer performance, including course feedback, enrollment trends, and other key indicators, providing actionable insights to trainers and internal teams.
• Act as a liaison between trainers and the organization, representing their needs and contributing to product development, marketing, and operational strategies.
• Empower training partners with tools and guidance to deliver firm programs effectively.
• Support channel partners, accreditation training partners, and other strategic collaborators, ensuring they have the tools and resources needed to succeed.
• Collaborate with the marketing and product teams to create co-branded resources, training materials, and support programs tailored to partner needs.
• Conduct regular check-ins with partners to understand their challenges and share updates on new opportunities or initiatives.
• Design and refine programs to meet market needs, leveraging insights to optimize outcomes.
• Design and optimize customer and partner success programs to support long-term satisfaction and growth.
• Continuously evaluate and refine onboarding and retention strategies, ensuring alignment with firm's mission and business goals.
• Work with internal stakeholders to ensure partner and customer feedback informs product enhancements and organizational decisions.
• Collaborate across teams and represent customer and partner needs to align strategies and drive impact.
• Partner with the Head of Sales & Channel Partnerships and other leaders to align strategies and achieve shared goals.
• Represent firm at industry events, conferences, and partner meetings, building awareness of the organization's commitment to customer and partner success.
• Provide data-driven insights and recommendations to the leadership team to improve customer and partner experiences.
  
  

This role will be evaluated based on the following key performance indicators:

Customer & Partner Retention: Maintain high renewal rates among enterprise customers, trainers, and channel partners.

Satisfaction Metrics: Achieve target NPS and customer satisfaction scores.

Onboarding Effectiveness: Reduce time to value for new customers and partners through streamlined onboarding processes.

Revenue Growth: Drive upsell opportunities among existing customers and partners.

Trainer Engagement: Increase adoption rates for new products and maintain high levels of trainer participation and feedback.

Operational Efficiency: Continuously improve processes and reduce churn rates for customers and partners.

Supervisory Responsibilities

• Manage and mentor a team of 0-3 direct reports (e.g., Partner Success Managers) as the program scales.
• Make employment and pay decisions, conduct performance evaluations, and foster the professional development of team members.
  
  

Qualifications

• Strong leadership and relationship-building skills, with the ability to inspire and support diverse stakeholders.
• Exceptional communication skills including listening and translating concerns into positive action steps and solutions.
• Ability to influence, inspire, and drive groups to consensus on a variety of topics related to business direction and changes.
• Proficient/expert experience in HubSpot strongly preferred.
• Excellent communication and negotiation skills, with the ability to address challenges, inspire others, and build consensus.
• Data-driven mindset with expertise in using metrics to inform decisions and strategies.
• Familiarity with customer success platforms, CRM tools, and related technologies
• Understanding of agile and scrum methodologies (preferred).
• Prolonged periods sitting at a desk and working on a computer, including regular syncs with trainer community across multiple timezones.
  
  

Education & Experience

• A Bachelor's degree in business, marketing, or a related field (MBA or advanced degree a plus).
• 7 years of experience in customer success, partner success, or a related field.
• Experience managing strategic relationships and driving retention and satisfaction in enterprise or professional services environments.