Partner Success Manager

Summary

Convo Communications is a Deaf-owned company dedicated to making communication more accessible through innovative language access services and technology. The Partner Success Manager will ensure the long-term success of enterprise partners by leading customer onboarding, driving product adoption, and strengthening strategic relationships.

Responsibilities

• Lead customer onboarding by developing implementation plans, coordinating with internal teams, delivering product training, and ensuring partners have the tools and resources needed for long-term success
• Ensure a seamless transition from the Account Executive following contract execution
• Drive product adoption and partner engagement by educating customers on best practices, encouraging meaningful utilization of Convo's services, and helping partners achieve their accessibility and communication goals
• Serve as the primary point of contact for assigned enterprise partners by building trusted relationships, maintaining regular communication, and proactively supporting evolving business needs
• Conduct Quarterly Business Reviews (QBRs) to review utilization, business outcomes, adoption, performance, and future opportunities
• Coordinate with Sales, Support, Product, and other internal teams to resolve customer concerns and deliver a consistent customer experience
• Gather customer feedback and communicate relevant insights to support continuous improvement
• Monitor account health, proactively identify risks, advocate for customer needs, and develop strategies that improve adoption, retention, and long-term customer success
• Lead customer renewal strategies while partnering with the Account Executive to identify and execute expansion, cross-sell, and upsell opportunities
• Demonstrate ongoing business value by helping partners increase adoption, optimize utilization of Convo's services, and achieve their accessibility and communication objectives
• Maintain accurate customer records, onboarding milestones, communications, account health metrics, and opportunities within the company's CRM
• Maintain current knowledge of Convo's products, services, features, pricing, and customer resources
• Collaborate with leadership to improve customer success processes, partner engagement, and overall business results

Skills

• 3+ years of professional experience in Customer Success, Partner Success, Account Management, Enterprise Account Management, or a related customer-facing role
• Experience managing B2B customer relationships throughout the post-sale customer lifecycle
• Demonstrated ability to build trusted customer relationships and support long-term account success
• Experience conducting customer meetings, presentations, product demonstrations, onboarding sessions, or training workshops
• Strong verbal, written, interpersonal, presentation, and relationship-building skills
• Ability to understand customer business objectives and effectively communicate the value of products and services
• Experience using a CRM platform such as Salesforce, HubSpot, or a similar system
• Strong organizational skills with the ability to manage multiple customer accounts, priorities, and deadlines
• Demonstrated ability to work independently, exercise initiative, and maintain accountability for assigned goals
• Ability to collaborate effectively with cross-functional teams in a remote and fast-moving environment
• Ability to handle customer, contractual, financial, and organizational information with appropriate confidentiality and professionalism
• Fluency in American Sign Language, and lived, professional, or community experience within the Deaf and/or hard of hearing community
• Bachelor's degree in Business, Communications, Marketing, or a related field, or equivalent professional experience
• Experience supporting enterprise or strategic customer accounts
• Experience within a B2B, SaaS, technology, telecommunications, accessibility, language access, or service-based environment
• Experience conducting Quarterly Business Reviews (QBRs) or executive business reviews
• Experience supporting customer retention, renewals, and expansion opportunities
• Knowledge of accessibility practices and the communication needs of Deaf and hard of hearing individuals and communities
• Experience working with enterprise customers whose operations depend on interpreting, language access, accessibility, or other high-utilization service models

Qualifications

Must Haves

• 3+ years of professional experience in Customer Success, Partner Success, Account Management, Enterprise Account Management, or a related customer-facing role
• Experience managing B2B customer relationships throughout the post-sale customer lifecycle
• Demonstrated ability to build trusted customer relationships and support long-term account success
• Experience conducting customer meetings, presentations, product demonstrations, onboarding sessions, or training workshops
• Strong verbal, written, interpersonal, presentation, and relationship-building skills
• Ability to understand customer business objectives and effectively communicate the value of products and services
• Experience using a CRM platform such as Salesforce, HubSpot, or a similar system
• Strong organizational skills with the ability to manage multiple customer accounts, priorities, and deadlines
• Demonstrated ability to work independently, exercise initiative, and maintain accountability for assigned goals
• Ability to collaborate effectively with cross-functional teams in a remote and fast-moving environment
• Ability to handle customer, contractual, financial, and organizational information with appropriate confidentiality and professionalism
• Fluency in American Sign Language, and lived, professional, or community experience within the Deaf and/or hard of hearing community

Nice to Haves

• Bachelor's degree in Business, Communications, Marketing, or a related field, or equivalent professional experience
• Experience supporting enterprise or strategic customer accounts
• Experience within a B2B, SaaS, technology, telecommunications, accessibility, language access, or service-based environment
• Experience conducting Quarterly Business Reviews (QBRs) or executive business reviews
• Experience supporting customer retention, renewals, and expansion opportunities
• Knowledge of accessibility practices and the communication needs of Deaf and hard of hearing individuals and communities
• Experience working with enterprise customers whose operations depend on interpreting, language access, accessibility, or other high-utilization service models