Partner Success Manager

Partner Success Manager, MSP Partners | Melbourne (Remote)

Our client builds dedicated offshore teams for MSPs, IT service providers and technology services businesses across Australia. Their customers use those teams to scale service delivery, protect margin and grow without the cost and difficulty of hiring locally.

They’re hiring a Partner Success Manager to own a portfolio of these customers. You’ll be the main commercial relationship for every account: you’ll know each customer’s business model, margin pressures and growth plans better than anyone else at the firm, and you’ll turn that knowledge into retention and expansion.

This role will be remote, with access to a co-working office if desired, but due to larger clients being in Melbourne, this person must be in Melbourne

What you’ll own

• A portfolio of MSP and IT services accounts. You’re the first call for owners, directors and ops leaders
• Structured check-ins and QBRs focused on performance, ROI and what’s next
• An Account Success Plan for each customer, tied to their business goals
• Spotting expansion opportunities and scoping new hires with Sales and Talent Acquisition
• Pricing conversations, renewals and contract extensions
• Workforce planning advice to help customers get more out of their offshore teams
• Watching account health and dealing with risk before it becomes churn
• Running performance conversations between customers and their team members, alongside People & Culture
• Face-to-face site visits and time in the MSP community, including IT Nation (ConnectWise) and TruPeer (Kaseya) events

You’re measured on customer retention, expansion revenue and NPS.

What you’ll bring

• 3+ years in Account Management, Channel Management or Customer Success within an IT software or hardware distributor, or vendor that sells to SMB MSP's
• Hands-on experience working with MSPs or IT service providers
• An understanding of what drives revenue, margin and growth in an IT services business
• A track record of growing accounts, not just keeping them
• Confidence running QBRs and account planning sessions with business owners and executives
• CRM experience (HubSpot preferred)
• Willingness to travel to client meetings and some occasional national travel