Partner Success Manager

About the role

You will act as the primary strategic advisor to a portfolio of key partners, ensuring they achieve measurable success long after the initial integration with Payabli. In this capacity, you will own the entire post-integration journey for your accounts, positioning yourself as their single trusted source of truth for all things payments. You will translate complex platform capabilities into clear, actionable strategies that directly support partner business objectives and revenue growth. This role requires you to build deep, consultative relationships that span executive leadership down to technical implementation teams. You will leverage data and industry expertise to proactively identify risks, remove adoption blockers, and uncover new growth opportunities. Ultimately, you will serve as the critical bridge that aligns partner needs with Payabli's evolving product roadmap and operational capabilities. This position demands a high level of ownership, strategic thinking, and the ability to drive adoption and retention at scale.

Key facts

What you'll do

• Serve as the strategic point of contact for a designated portfolio of partner accounts, owning the post-integration success plan from kickoff to maturity.
• Build and maintain deep, consultative relationships with key stakeholders including executives, product leaders, and technical teams at each partner organization.
• Develop customized success plans that explicitly align partner business objectives with Payabli's platform capabilities, product roadmap, and operational support.
• Act as the internal voice of the partner, synthesizing their needs and priorities to influence decisions across Product, Engineering, Sales, and Operations.
• Drive platform adoption through coordinated training sessions, targeted feature rollouts, and strategic communications tailored to each partner's maturity level.
• Conduct structured business reviews on a recurring basis to assess performance against key metrics, identify optimization opportunities, and adjust success plans.
• Proactively monitor partner health indicators such as transaction volume, user engagement, and support ticket patterns to intervene early on potential issues.
• Educate partners on evolving industry best practices, regulatory compliance requirements, and emerging payment trends specific to their vertical markets.
• Identify and execute expansion opportunities by uncovering upsell, cross-sell, and new use case scenarios that align with partner growth goals.
• Ensure high partner retention rates by consistently delivering measurable outcomes, maintaining satisfaction, and mitigating churn risk through proactive outreach.
• Develop and execute strategies to increase transaction volume, merchant acquisition, and overall revenue generation for each partner ecosystem.
• Collaborate closely with Sales and Renewal teams to support contract negotiations, renewals, and discussions around deeper partnership engagement.
• Own the end-to-end resolution of complex issues, coordinating with Support, Engineering, and Operations to address problems swiftly and transparently.
• Manage sensitive escalations with urgency and clear communication, ensuring partners remain informed and confident in the resolution process.
• Synthesize qualitative and quantitative partner feedback to surface pain points and inform product roadmap decisions and service enhancements.
• Navigate intricate situations involving underwriting challenges, funding discrepancies, and integration issues with professionalism and persistence.
• Track, analyze, and report on a comprehensive set of KPIs including partner health scores, processing volumes, approval rates, and merchant concentration.
• Provide executive-level reporting to partners and internal stakeholders on account performance, emerging risks, and strategic opportunity areas.
• Use advanced data insights to formulate strategic recommendations that drive continuous improvement in partner outcomes and platform adoption.
• Maintain meticulous records and health scores within CRM systems to ensure visibility, collaboration, and continuity across cross-functional teams.

Requirements

• Bring 3-5+ years of hands-on experience in Client Success, Account Management, or Strategic Partnership roles, ideally within payments, fintech, or high-growth SaaS environments.
• Demonstrate a proven track record of managing high-value accounts with clear, measurable retention and growth outcomes over time.
• Show a strong understanding of payment processing flows, monetization models, and the technology infrastructure that supports digital transactions.
• Exhibit exceptional verbal and written communication skills, with the ability to translate complex technical concepts into clear narratives for diverse audiences.
• Display strong analytical capabilities, comfort with quantitative data, and the ability to derive actionable insights from dashboards and reports.
• Highlight experience with consultative selling or strategic account management where you influenced long-term partner or client plans.
• Emphasize a history of building trusted advisor relationships with stakeholders at multiple organizational levels, including C-suite executives.
• Illustrate comfort working within matrixed organizations where you must align cross-functional teams around shared partner or client goals.

Nice to have

• Experience working with banking partners, HOA management platforms, or vertical SaaS companies requiring embedded payment solutions.
• Familiarity with PCI DSS compliance requirements and SOC 2 audit processes in a payments context.
• Knowledge of underwriting, funding workflows, and common issues that arise in payment infrastructure operations.
• Prior exposure to API-driven platforms and low-code or no-code integration tools used by software companies.
• Understanding of industry-specific payment regulations and compliance considerations for specialized verticals.

Practical notes

This engagement is full_time based in Phoenix. The role involves significant interaction with internal and external stakeholders, requiring reliable local presence and availability during standard business hours.