Role Details Contract Duration: Permanent Position type and schedule: Full-time, rotating/shifting schedule Training Schedule: TBD Work type and Location: Hybrid Expected start date: ASAP About The Role The Partner Success Manager manages key accounts at PartnerHero. They engage with partners and provide best practices on the journey to becoming successful at PartnerHero. We are searching for a professional and courteous Partner Success Manager with great people skills to help our business prioritize existing partners and bring new partners on board. The Partner Success Manager will be tasked with maintaining current clients and growing our customer base, keeping accurate correspondence records, meeting regularly with management, updating partner's details, and ensuring accurate billing. Your dedication to the needs of our clients will encourage client loyalty and enhance our organization s growth through positive partner-to-business engagement. A successful candidate will have a strong command of the PartnerHero ecosystem and be responsible for both technical and business tasks including management of partner expectations and satisfaction. The Partner Success Manager understands the partner s business strategy, forecast, and services capabilities, and works to assure the overall quality of delivery for managed services. The Partner Success Manager will work both independently and in partnership with the Operations team, Program Managers, Team Leads, and Flex Support team. You Will Be... The first point of contact after a Partner signs their contract and will be managing the onboarding process, ensuring a successful launch and implementation Highly engaged for the first 90 days of the relationship and until the completion of handoff and transition to the Program Manager after which you will be acting as a strategic advisor to the partner by keeping key points of contact up to date with their key challenges and opportunities Overseeing program operations, including hiring, onboarding, training, quality assurance, tool optimization, and team building Responsible for financial transactions with the partner including but not limited to ensuring invoices are submitted timely and accurately Establishing a quality-focused team culture with strong communication and adherence to the PartnerHero Core Values Identifying program issues and risks, and developing mitigation initiatives to reduce the potential impact Participating in regular program Business Reviews ( Weekly, Monthly, Quarterly) with the partner s executive leadership team Practicing heightened awareness of startup e-commerce organizations and the agility required to work within these teams Developing a deep understanding of the partner's services. business, services portfolio, key stakeholders, customer base Conducting periodic deep-dive audits and engaging the necessary resources to fix any systemic problems Identifying opportunities to improve or modify products and services to improve customer effectiveness and experience, and recommend those improvements through proper channels, driving product/services enhancements and development Meeting regularly with the partner to hold discussions that balance proactive and reactive work and result in becoming their trusted partner and advisor What You Bring To The Table 3+ years as a Client Services/ Account or Partner Success Manager or equivalent Proven track record of successfully retaining and growing significant partnership accounts 3+ years successfully managing account relationship teams and processes, including mentoring 3-5 junior account managers Deep knowledge of trends in Customer Experience, including the development and implementation of technical support solutions, CX best practices, and strategic forecasting Familiarity with platforms such as Zendesk, Talkdesk, Shopify, and Gsuite applications Comfort and experience liaising directly with executive stakeholders, including the C-Suite, both internally and on the partner s side Virtual team leadership, both in the Philippines and globally If you have these additional skills that would be great (but not required!): Experience working within a brand-driven startup environment Omnichannel contact center experience and leadership (phone, email, chat, etc.) Experience leading teams impacted by seasonality and high consumer demand periods Experience in a high-stress operational group that is dependent on escalation priority and issue triage What We Provide Location: Metro Manila (hybrid work set-up) Full-time with the potential for overtime if requested by Partner Competitive compensation based on experience Attractive benefits package including medical, dental, and vision options, sabbatical leave for tenured employees Access to free posture-based fitness workouts from home Paid Sabbatical Leave Training opportunities provided by PartnerHero and outside entities 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development Why PartnerHero PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business from customer support to Software QA, content moderation, design, engineering, and more. We work with over 75+ tech-forward companies including Etsy, Udemy, Rachio, Duet, and Bento Box to solve their most urgent business challenges. Our teams are among the most successful in the industry because we carefully match individuals with the opportunity that best suits their authentic talents and needs. How We re Different Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits, but values inclusion, belonging and opportunity. Read more about our Core Values and story here .