The Partner Success Manager is a strategic role responsible for enabling the success of key implementation partners within our partner ecosystem. This individual will focus on driving exceptional outcomes through effective onboarding, enablement, and ongoing support while ensuring alignment with company objectives. This role requires strong technical aptitude, especially in Identity Governance, executive presence, and the ability to bridge technical and business conversations.
The PSM will collaborate cross-functionally with Product, Sales, Professional Services, Support, and Customer Success teams, translating partner needs into actionable strategies. They will leverage data to inform decisions, manage escalations effectively, and ensure compliance with industry best practices.
Key Responsibilities
1. Strategic Partner Management:
-
Serve as the primary point of contact for Managed Services Providers and other strategic partners.
-
Establish trust and credibility with executive stakeholders at partner organizations, maintaining strong, long-term relationships.
-
Develop and execute joint business plans with partners, aligning their capabilities with mutual growth and customer satisfaction goals.
-
Ensure partners understand and adhere to best practices in Identity Governance implementations.
2. Partner Enablement & Training:
-
Oversee the onboarding process for new partners, ensuring they are equipped with the necessary tools and knowledge for success.
-
Continuously improve training materials based on partner feedback and evolving product capabilities.
3. Technical Alignment & Product Advocacy:
-
Act as a trusted advisor to partners, simplifying and communicating technical concepts to both technical teams and executive leadership.
-
Collaborate with Product teams to translate partner feedback into prioritized product enhancements.
-
Advocate for Identity Governance best practices to elevate service delivery quality.
4. Data-Driven Performance Management:
-
Monitor partner performance using key metrics, such as implementation quality, customer satisfaction, and revenue growth.
-
Conduct regular business reviews with partners to evaluate progress, address challenges, and identify areas for improvement.
-
Use data insights to identify trends, optimize service delivery, and determine focus areas for partner success.
5. Escalation & Issue Management:
-
Proactively identify risks or issues affecting partner success or customer satisfaction and drive timely resolution.
-
Manage escalations effectively, ensuring appropriate internal resources are engaged to address critical challenges.
6. Contract Management:
-
Manage partner agreements, ensuring compliance with terms and conditions.
-
Negotiate contract renewals and expansions, aligning partner incentives with company objectives
7. Reporting & Insights:
-
Create regular reports on partner performance, program effectiveness, and areas of improvement.
-
Leverage insights from tools like Gainsight, CRM platforms, and analytics to continuously enhance partner programs.
Qualifications
-
Bachelor’s degree in Business, Information Systems, or a related field preferred, not required (MBA preferred, not required).
-
8+ years of experience in Partner Success, Customer Success, or similar roles in SaaS, Identity Governance, or related industries.
-
Strong understanding of Identity Governance, compliance, and best practices for implementation.
-
Proven ability to simplify technical concepts for both technical and non-technical stakeholders, including executive leaders.
-
Experience with CRM tools (e.g., Salesforce).
-
Analytical mindset with a track record of using data to drive decision-making and prioritize focus areas.
-
Exceptional executive presence, communication, and interpersonal skills.
-
Demonstrated success in escalation management and resolving complex challenges.
Success Metrics
-
Partner Satisfaction: Maintain or improve partner satisfaction as measured by regular feedback.
-
Implementation Quality: Ensure partners consistently meet or exceed implementation best practices and compliance standards.
-
Revenue Growth: Drive measurable revenue growth through partner-driven initiatives, expansions, and upsells.
-
Training Completion Rate: Achieve a high completion rate for partner training programs and certifications.
-
Onboarding Success: Ensure partners complete onboarding and meet performance benchmarks within established timeframes.
-
Escalation Management: Resolve partner escalations within target SLAs and reduce recurrence of critical issues.
-
Compliance Adherence: Maintain 100% compliance with data governance and regulatory standards within the partner ecosystem.
SailPoint is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
