Partner Success Manager

Partner Success Manager

Overview: We are seeking a dynamic, results-oriented Partner Success Manager to drive the growth and success of our North America (NA) partner ecosystem while ensuring high levels of partner subscriber adoption and satisfaction. This dual-focus role involves overseeing Customer Success practices with Aras Value-Added Resellers (VARs) and orchestrate Aras subscription service teams to support the journey for channel subscribers. The ideal candidate will combine the ability to coach and manage VAR practices with Customer Success, leveraging both your technical and business acumen to drive growth, improve customer outcomes, and foster long-term relationships with Aras teams to support that success.

Key Responsibilities: Partner Management Customer Success Enablement

Train and guide Aras VARs on Customer Success best practices, PLM best practices and successful Aras Innovator adoption using industry knowledge, Aras practices, and enterprise application expertise.

Manage renewal objectives for partner accounts in close alignment with North America Global Alliances team.

Guide joint partner planning for onboarding, implementation-to-go-live, upgrades, and other key Customer Journey milestones 

Monitor/track partner KPIs, conduct quarterly reviews, and maintain compliance with partner agreements. VAR

Subscriber Adoption & Success

Conduct regular health checks, benchmarks, and provide proactive support to partners managing their existing subscribers, including the creation of "get well" plans for at-risk subscribers.

Facilitate partner subscriber escalations, ensuring that internal and external stakeholders are aligned, providing clear and concise updates, and driving resolution.

Support partner subscriber renewal eRorts and identify opportunities for expansion, working closely with partner sales, GA, customer success and other teams to nurture growth opportunities.

Collaborate with Aras Sales, Product Management, Support, Cloud Services, and other teams to deliver a seamless experience for partners and subscribers.

This role will report to the Customer Succes leader for North America and participate as an integral member of the Global Alliances team.

Desired Qualities

• Strong foundation in customer success, including hands-on experience managing customer relationships as an individual contributor Customer Success Manager.
• Experience working within a channel partner ecosystem is preferred.
• Experience leading or mentoring Customer Success teams, with the ability to develop, enable, and coach partner-based CSMs.
• Strong business and sales acumen, including experience supporting partner deal structures, expansion opportunities, and quarterly business reviews.
• Experience supporting or leading renewal negotiations.

Qualifications:

•Bachelor’s or Master’s degree in Engineering, Computer Science, Information Technology, Business, or a related field. • 5+ years of combined experience in channel management, sales, or service delivery roles within the SaaS or enterprise software space.

• Proven track record in both partner management and customer success, including experience in onboarding, training, and coaching.

• Strong sales experience, with a focus on driving expansion and renewal opportunities.

• Ability to manage complex escalations, guide technical solutions, and ensure successful subscriber adoption. 

• Excellent communication, presentation, and interpersonal skills. 

• Self-starter with a strong sense of ownership, and the ability to drive initiatives independently.

• Willingness to travel up to 25% within North America. Preferred Qualifications: 

• Experience in the manufacturing industry or product lifecycle management (PLM) solutions.

• Knowledge of SaaS business models and recurring revenue drivers.

• Experience working with large, global enterprises, particularly in deploying and scaling PLM solutions.

• Strong financial and business acumen, with the ability to navigate complex commercial and technical environments.

• Familiarity with tools such as Salesforce, Totango, and other CRM or sales management platforms.