Partner Success Manager

About the role

Convo Communications is seeking a relationship-driven Partner Success Manager to ensure the long-term success of our enterprise partners throughout the post-sale customer lifecycle.

Following contract execution, the Partner Success Manager assumes ownership of the customer relationship, serving as the primary point of contact for assigned business customers. This role leads customer onboarding, drives product adoption, strengthens strategic relationships, and helps partners maximize the value of Convo's products and services.

Working closely with the Account Executive, Customer Success, Support, Product, and other cross-functional teams, the Partner Success Manager delivers an exceptional customer experience while driving customer satisfaction, retention, renewals, and long-term account growth. We are looking for someone who brings strong communication skills, sound judgment, and a proactive, customer-first approach while representing Convo's mission and values with professionalism and authenticity.

What you'll do

Partner Onboarding & Success

• 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.

Customer Relationship Management

• 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.

Retention & Account Growth

• 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.

Customer Operations

• 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

Additional Requirements

• Ability to work independently with a high degree of ownership, accountability, and sound judgment.
• Ability to travel periodically for customer meetings, conferences, training, and industry events.
• Have a valid passport for travel.
• Ability to work a flexible schedule when business needs require.
• Represent Convo professionally while promoting our mission of accessible communication and fostering diversity, equity, inclusion, and accessibility in customer interactions.