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AI Summary
Manage the delivery relationship with a portfolio of certified implementation partners to ensure healthy engagements and successful customer outcomes. Act as a trusted advisor and primary escalation point while monitoring partner maturity and coordinating with product and commercial teams.
As a Partner Success Manager at Nue, you own the delivery relationship with a portfolio of certified implementation partners. You are the primary point of contact for your partners across all of their active engagements, and you are accountable for the health of those engagements and the outcomes they produce for customers. This is not a coordination role. You are a trusted advisor to your partners, a proactive monitor of portfolio health, and the first line of escalation response when engagements run into trouble.
You operate at the partner level, not the project level. You are looking across the full picture of each partner's activity, tracking maturity progression, identifying patterns that signal risk before they become escalations, and working with the Partner Delivery Hub and COE to make sure your partners have what they need to deliver with confidence and quality. The ideal candidate has experience in enterprise software delivery or customer success and thrives in a role where proactive communication and relationship depth are what drive outcomes.
What You'll Be Working On
• Own the delivery relationship with a portfolio of implementation partners, serving as their primary Nue contact across all active engagements and maintaining the trust and communication cadence that keeps projects healthy.
• Monitor portfolio health across all partner engagements, identifying patterns that signal quality, velocity, or capability risks before they surface as escalations, and acting on those signals early.
• Guide partners through progressive stages of maturity and independence, tracking their progression, identifying capability gaps, and ensuring partners are getting the right support at the right time.
• Own the escalation lifecycle end to end when engagements run into trouble, coordinating the right internal resources, maintaining clear partner and customer communication throughout, and driving resolution before situations become critical.
• Serve as the primary interface between partners and Nue's product team for defect management and feature requests, triaging priority, setting expectations, and owning all partner-facing communication on status and resolution.
• Coordinate with CSMs and Account Managers on customer health signals, adoption risk, and commercial triggers across partner-delivered engagements, ensuring customer outcomes are never a blind spot.
• Use AI tools to reduce the manual overhead of portfolio management, including health signal summaries, partner communications, retro preparation, and status reporting.
We Are Looking For
Required
• 3-5 years in enterprise software delivery, with direct experience managing complex implementation engagements as a program or project manager, partner management, and/or customer success relationships.
• Strong understanding of CPQ, billing, or quote-to-cash implementation processes and the types of challenges that arise across a delivery lifecycle.
• Demonstrated ability to manage multiple concurrent relationships or engagements, monitor health across a portfolio, and act on early warning signals before they escalate. • Excellent communication and relationship skills, with the ability to build trust with partner leadership, navigate difficult conversations, and maintain credibility under pressure. • Experience working across cross-functional teams, including delivery, product, and commercial stakeholders, to coordinate responses and drive outcomes.
• Strong organizational and documentation skills, including the ability to maintain clear records of escalations, interventions, and partner maturity progression.
• Comfortable working in a fast-paced startup environment where processes are still being built and the ability to operate with ambiguity is essential.
Preferred
• Prior experience in a partner-facing or channel-facing role within an enterprise software company.
• Experience with post-implementation customer success, managed services, or ongoing account management following go-live.
• Familiarity with AI tools for portfolio management, communications, and delivery acceleration workflows.
• Knowledge of billing processes, revenue recognition, or financial systems in an implementation or support context.
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