[Hiring] Customer Success Manager @Employ

Role Description

They are hiring a Customer Success Manager – Partners to own a portfolio of MSP partners. You will be their trusted point of contact: driving adoption, protecting retention, and growing spend. Success is measured by partner health, on-time renewals, expansion, and Net Revenue Retention. The role reports to the Partner Success Team Lead.

• Build and run tailored onboarding plans so partners reach time-to-value quickly, with clear utilisation goals and adoption milestones.
• Spot low-adoption and churn risk early, and put remediation plans in place before renewal.
• Own renewals for your book, on time and on terms that protect margin.
• Find expansion: move partners from usage-based to unlimited plans, and recommend automations and integrations that increase reliance and spend. Hand qualified opportunities cleanly to the sales team.
• Track partner health, ROI, and quarterly net ARR growth across renewals, upsells, and usage.
• Be the voice of the partner internally. Relay product feedback to Product, Sales, and Operations, and work with Partner Integration and Support to clear technical blockers.
• Convert legacy or expired support arrangements onto the current product offering, and keep partners current on the roadmap.
• Contribute to partner-success playbooks so the wider team improves, not just your book.

Qualifications

• Proven experience in customer success, partner success, or account management in SaaS or technology, with a track record of renewals and account growth.
• Experience with MSPs is strongly preferred. Familiarity with ITSM platforms such as ConnectWise or Kaseya is an advantage.
• Comfort managing a portfolio: CRM and customer-success tools, health scores, and a clear view of adoption and commercial risk.
• Consultative selling and negotiation skills, without losing the trusted-advisor relationship.
• Clear written and verbal communication, and the confidence to build rapport with partner stakeholders and internal teams.
• Organised, self-motivated, and able to prioritise in a fast-moving environment. Happy to work independently inside a collaborative team.

Benefits

• This is a high-visibility seat in a business that is still early in a global expansion.
• Our client is offering a competitive salary, benefits, and genuine room to grow with the product.