Partner Success Manager

Overview 

Health iPASS is seeking a Partner Success Manager to own the post-sale success and ongoing health of strategic partner relationships and the indirect end-user clients served through those partnerships. This role serves as the primary Client Success lead for assigned partners, driving adoption, retention, operational alignment, partner satisfaction, and long-term value across the partner ecosystem. 

The Partner Success Manager works directly with partner leadership and operational teams while engaging indirect partner end-user clients when needed to support onboarding, adoption, training, issue resolution, escalation management, retention, and growth. Direct end-user engagement will be coordinated with the partner and aligned with the applicable contractual and operating model. 

Key Responsibilities 

Partner and End-User Client Ownership 

• Serve as the primary Client Success owner for assigned strategic partner relationships. 

• Oversee the health and performance of the indirect end-user client portfolio associated with each partner. 

• Establish clear roles, communication pathways, and escalation procedures with each partner. 

• Engage directly with indirect end-user clients when needed based on the partner model, client risk, adoption needs, escalations, or agreed-upon service responsibilities. 

• Ensure direct end-user engagement remains coordinated with the partner and consistent with contractual and operating agreements. 

Relationship Management 

• Build and maintain relationships with partner executives, operational stakeholders, and key end-user client contacts. 

• Lead partner business reviews, success-planning sessions, and portfolio-health discussions. 

• Serve as the primary point of coordination for partner success, end-user client health, issue resolution, and growth opportunities. 

• Identify opportunities to improve adoption and expand Health iPASS utilization across partner networks. 

Contract & Operational Oversight 

• Maintain working knowledge of assigned partner agreements, including pricing, service obligations, renewal provisions, and operating requirements. 

• Translate contractual commitments into documented operational processes and internal ownership. 

• Partner with Finance to validate billing inputs, investigate discrepancies, and ensure invoicing aligns with contractual terms. 

• Maintain accurate partner, contract, renewal, and portfolio information in applicable systems of record. 

Revenue & Growth Support 

• Identify expansion opportunities across partner networks and communicate qualified opportunities to Sales. 

• Maintain visibility into partner-sourced opportunities and collaborate with Sales on pipeline progression. 

• Support partner promotions, enablement programs, pricing discussions, and go-to-market initiatives. 

• Provide relationship and adoption context to support renewals and commercial negotiations. 

Training, Enablement & Risk Mitigation 

• Deliver training programs for partners and end-user clients. 

• Monitor adoption, satisfaction, support trends, revenue health, and risks across each partner’s end-user portfolio. 

• Coordinate partner and end-user escalations with clear ownership, communication, and follow-through. 

• Ensure partners and end-user clients remain aligned with applicable operational processes and best practices. 

Process & Performance 

• Develop and maintain success plans for assigned strategic partners. 

• Audit and improve partner engagement and management processes. 

• Track key partner and end-user portfolio performance metrics and report outcomes. 

• Work cross-functionally to support partner-related retention, adoption, and revenue goals. 

Measurable Outcomes 

Success in this role will be evaluated against a combination of outcomes aligned with assigned responsibilities, partner needs, and annual business priorities. Individual performance goals may include, but are not limited to:: 

• Partner Retention & Renewal Readiness – Strengthen partner retention through proactive renewal preparation, contract alignment, documented value, and long-term relationship stability. 

• Indirect End-User Client Retention & Health – Maintain visibility into the health and retention risk of clients served through assigned partners and coordinate appropriate action plans. 

• Adoption Growth Across Partner Portfolios – Increase utilization and adoption of Health iPASS solutions across partner-managed client networks through training, enablement, and engagement. 

• Partner Satisfaction & Relationship Health – Maintain strong partner relationships through consistent communication, strategic reviews, and proactive issue management. 

• Issue Resolution Effectiveness – Ensure timely resolution of partner and end-user client issues through coordinated internal support and clear follow-through. 

• Partner Business Reviews & Success Plans – Complete agreed-upon reviews, success plans, and documented commitments for assigned partners. 

• Contribution to Partner-Sourced Bookings – Support partner-driven revenue opportunities through collaboration with Sales, pipeline visibility, and growth initiatives. 

• Invoicing Accuracy & Operational Compliance – Maintain accurate partner, end-user client, contract, and billing information aligned with contractual obligations and operational standards. 

This role does not carry an individual sales quota but contributes to partner booking performance tied to the role’s bonus structure. 

Qualifications 

Required 

• 5+ years of experience in enterprise client success, strategic account management, partner success, or a related role 

• Experience managing complex relationships involving multiple stakeholders, organizations, or end-client groups 

• Demonstrated success retaining and expanding strategic relationships 

• Ability to understand and operationalize contracts, pricing structures, and business agreements 

• Strong executive communication, business review, negotiation, and relationship-management skills 

• Experience coordinating cross-functional issue resolution and accountability 

• Comfort working with adoption, revenue, pipeline, support, and relationship-health data 

• Ability to manage competing priorities in a growing and evolving environment 

Preferred 

• Experience supporting channel, reseller, referral, or technology partnerships 

• Healthcare technology, healthcare SaaS, or revenue-cycle experience 

• Familiarity with CRM, customer success, support, and project-management platforms such as HubSpot and ClickUp 

• Experience supporting partner enablement, operational governance, or partner billing processes