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