Summary/objective
The Senior Manager, Partner Success is responsible for leading a team of Partner Success Managers while driving retention, adoption, and expansion across isolved's Certified Network Partner ecosystem. This role ensures the successful execution of partner engagement strategies that strengthen long-term relationships, increase platform utilization, and support revenue growth.
The Senior Manager serves as an operational leader and escalation point, aligning partner success strategy with organizational priorities and ensuring consistent delivery of value to isolved's most strategic Network Partners. This role bridges executive vision and frontline execution, driving performance, accountability, and continuous improvement within the Partner Success function.
Core Job Duties
- Lead, coach, and develop a team of Partner Success Managers to drive partner adoption, retention, and satisfaction across assigned Certified Network Partners
- Establish performance expectations, monitor KPIs, and implement accountability measures to ensure consistent partner health and revenue retention outcomes
- Serve as an escalation point for complex partner issues, coordinating cross-functional resources to resolve challenges and protect long-term relationships
- Partner closely with Sales, Implementation, Product, and Support teams to ensure alignment on renewals, expansions, and partner enablement initiatives
- Oversee partner health measurement frameworks, including adoption metrics, engagement tracking, and risk identification
- Drive quarterly and annual business review strategy across the partner portfolio to ensure measurable value realization and strategic alignment
- Identify patterns in partner feedback and operational challenges to inform process improvements, product enhancements, and go-to-market refinement
- Support renewal forecasting and expansion planning in collaboration with revenue leadership
- Contribute to programmatic improvements within the Partner Success organization, including onboarding models, engagement playbooks, and communication cadence standards
- Maintain direct strategic relationships with select high-impact or at-risk Network Partners as needed
Job Complexity
Works on complex issues where analysis of situations or data requires an in-depth knowledge of the company. Participates in corporate development of methods, techniques, and evaluation criteria for projects, programs, and people. Ensures budgets and schedules meet corporate requirements.
Interaction
Regularly interacts with executives and/or major customers. Interactions frequently involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization.
Supervision
Directs and controls the activities of a broad functional area, typically through several department managers within the company. Strong understanding of people management strategies and how to develop leaders in their function to be successful. Builds and supports high functioning, motivated teams. Has overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods.
Experience
Typically requires a Bachelor's degree and 12+ years of direct experience, with 8+ years of leadership experience. May require advanced degree.
Scope
Participates with other senior managers to establish strategic plans and objectives. Makes final decisions on administrative or operational matters and ensures operations effective achievement of objectives. Able to lead and support their function while continually achieving impact and improvements across all areas.
Discretion
Erroneous decisions will have a serious impact on the overall success of functional, division, or company operations.
Minimum Qualifications
- 7+ years of experience in customer success, account management, partner success, or related SaaS client-facing roles
- 3+ years of experience leading or mentoring professionals in a performance-driven environment
- Experience supporting indirect channels, partner ecosystems, or network-based SaaS models preferred
- Strong understanding of SaaS implementation lifecycles, adoption strategies, and retention management
- Demonstrated ability to manage executive-level partner relationships and influence cross-functional stakeholders
- Strong analytical skills with experience leveraging partner health metrics and KPIs to drive decision-making
- Exceptional communication, leadership, and organizational skills
- Ability to travel as needed for partner meetings and executive engagement
Physical Demands
Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds.
Travel Required
Yes, up to 15% domestic travel may be required.
Work Authorization
Employee must be legally authorized to work in the United States.
FLSA Classification
Exempt
Location
Any
About isolved
isolved is a provider of human capital management (HCM) solutions that help organizations recruit, retain and elevate their workforce. More than 195,000 employers and 8 million employees rely on isolved's software and services to streamline human resource (HR) operations and deliver employee experiences that matter. isolved People Cloud™ is a unified yet modular HCM platform with built-in artificial intelligence (AI) and analytics that connects HR, payroll, benefits, and workforce and talent management into a single solution that drives better business outcomes. Through the Sidekick Advantage™, isolved also provides expert guidance, embedded services and an engaged community that empowers People Heroes™ to grow their companies and careers. Learn more at www.isolvedhcm.com.
