Customer Success Manager, Lead

Summary

Join Stellic, a fast-growing startup transforming the student experience, as a Partner Success Lead. Reporting to the Chief Customer Officer, you will lead a team responsible for post-implementation partner success, focusing on deepening partner adoption, delivering institutional value, and driving measurable outcomes. This role demands strategic thinking and tactical execution, requiring you to build systems, manage performance, and collaborate with your team to overcome challenges. You will be accountable for team performance, partner success KPIs, and operational rigor to ensure adoption, retention, and growth. The position involves team leadership and development, customer success execution, operational excellence, and cross-functional collaboration. Stellic offers a customer-centric environment, opportunities for growth, and collaboration with prominent thought leaders.

Requirements

• 5–7+ years of experience in customer success, account management, or related roles in enterprise SaaS
• 2+ years of experience directly managing CSMs or ICs, preferably in a high-growth environment
• Strong operational mindset with experience owning KPIs tied to customer adoption, retention, and growth
• Ability to move between strategic direction and in-the-weeds execution
• Experience working cross-functionally to drive customer outcomes
• Strong communicator who builds trust with partners and internal teams alike

Responsibilities

• Manage and develop a high-performing team of Partner Success Managers (PSMs)
• Set and manage clear performance expectations and individual growth paths
• Provide coaching, feedback, and accountability to help the team succeed
• Reinforce a partner-centric, solution-oriented culture grounded in ownership and execution
• Ensure partner adoption translates into measurable institutional outcomes
• Monitor and manage leading and lagging indicators of partner health
• Identify and mitigate risks early, and champion wins across the team
• Lead regular business reviews and value conversations with institutional stakeholders
• Build and optimize repeatable processes and playbooks across the partner journey
• Establish systems to track PSM activities against retention, expansion, and satisfaction goals
• Use data to inform strategy, drive day-to-day prioritization, and coach performance
• Align the team’s work to key revenue and segmentation targets, and make sure we’re executing effectively across the entire portfolio
• Partner closely with Sales, Implementation, Product, and Support to ensure seamless customer transitions and ongoing alignment
• Lead business operations-focused conversations to assess progress on goals and health metrics
• Surface and synthesize partner feedback to inform internal improvements—not just product, but also process and delivery
• Support renewal and expansion efforts with operational visibility and execution support

Preferred Qualifications

Higher education experience a plus, or demonstrated ability to ramp quickly on complex domains

Benefits

• Comprehensive health insurance, with Stellic covering 99% of your premium and 75% for dependents on our base plan
• 401K and commuter benefits
• Annual international retreats in some of the most beautiful cities & towns