Senior Partner Success Manager

Summary

Join Democracy Works as a Senior Partner Success Manager and drive partner engagement and product adoption to help reach millions of voters. You will work directly with partners to maximize the impact of voter engagement tools, collaborating with cross-functional teams. Responsibilities include developing engagement strategies, analyzing adoption trends, providing technical support, and coaching partners. You will also lead and develop a high-performing team, fostering staff growth and exploring best practices. This remote position offers a competitive salary, excellent benefits, and the opportunity to make a significant impact on voter engagement. The role requires 4-6 years of experience in customer success or account management in a B2B SaaS context and 1+ years of experience managing direct reports. Up to 10% travel may be required.

Requirements

• 4-6 years of experience in customer success or account management in a B2B SaaS context
• 1+ years of experience managing direct reports
• Proven experience in building and maintaining strong customer relationships
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Experience supporting technical integrations including widget embeds and APIs and communicating with partner developers
• Experience working closely with product development colleagues
• Experience leading or substantively contributing to go-to-market strategies in collaboration with marketing teams
• A bias towards action, proactively solving problems as they arise to ensure both new projects and ongoing operational goals and deadlines are achieved
• Experience using project management tools (e.g. Jira, Asana) and customer relationship management (CRM) software (e.g. Salesforce) to help partners get the most out of offerings

Responsibilities

• Become an expert on the needs of our partners, our vision and current offerings, and the competitive landscape for voter engagement solutions and APIs
• Drive adoption and usage by developing and executing tailored engagement strategies that ensure partners effectively implement and maximize the impact of our tools
• Proactively analyze adoption trends to refine partner engagement approaches
• Collaborate effectively with cross-functional teams, including sales, marketing, and product development, to align efforts and maximize impact opportunities
• Own the full partner lifecycle, including onboarding, implementation coaching, ongoing technical support, and renewal
• Coach partners to get the most out of our range of offerings, particularly those that involve technical implementation
• Proactively identify and address partner challenges, ensuring a high level of satisfaction
• Inspire partners to leverage product updates, new features, and best practices
• Lead, develop, and inspire a small high-performing team managing individual partner portfolios, ensuring staff are equipped to build strong, strategic relationships
• Foster staff growth and impact through ongoing coaching and thoughtful performance management
• Explore emerging best practices in customer success and civic technology to continually improve engagement strategies
• Represent Democracy Works in external presentations and speaking opportunities
• Travel up to 10%
• Execute on other tasks as may be assigned

Preferred Qualifications

Experience in the voter engagement or political technology sector

Benefits

• 100% employer-paid medical, dental, and vision option for you and your dependents
• 12 floating holidays and 25 days of Paid Time Off (PTO) per year
• 12 weeks of paid parental leave
• $1,000 per year towards professional development activities
• 403(b) retirement plan
• Stipends for equipment and internet reimbursement
• Annual Calm or Headspace subscription reimbursements