Head of Partner Success
Skills
About the Role
You will lead and scale Partner Success, owning relationships with strategic customers and delivering a best-in-class client experience from onboarding through long-term growth. You will build systems, processes, and a team to support enterprise adoption, manage escalations and renewals, run regular client reviews, and work cross-functionally to influence product and operational outcomes.
Requirements
- 8+ years of experience in B2B relationship management, customer success, or account management, including leadership experience
- Proven experience managing enterprise clients within fintech, payments, SaaS, or blockchain environments
- Strong ability to build relationships with executive stakeholders and navigate complex organizational structures
- Experience leading cross-functional initiatives and influencing product and operational outcomes
- Excellent written and verbal communication skills with the ability to translate complex concepts into clear messaging
- Bachelor’s degree or equivalent practical experience
- Preferred: Experience working with blockchain or crypto-related products and infrastructure
- Preferred: Experience scaling customer success or account management teams in high-growth environments
- Preferred: Experience with contract negotiation, renewals, and dispute resolution
- Preferred: Familiarity with data-driven customer success tools and reporting frameworks
Responsibilities
- Build and maintain relationships with senior and C-level stakeholders across strategic accounts
- Lead and develop a team of account managers and establish scalable onboarding, implementation, and account management processes
- Design and optimize end-to-end post-sales workflows to ensure a seamless client experience from contract close through go-live and beyond
- Partner cross-functionally with Engineering, Product, Sales, Finance, and Marketing to represent the voice of the customer
- Own customer retention, contract renewals, and expansion by identifying upsell and cross-sell opportunities
- Establish data-driven reporting frameworks to track client satisfaction, adoption, and account health
- Act as the primary escalation point for client issues including billing, account inquiries, and audit requests
- Lead regular client engagement cadences including monthly check-ins and quarterly business reviews
- Contribute to revenue tracking, forecasting, and reporting to internal leadership and external stakeholders
- Operate as a strategic liaison between clients and internal leadership to ensure alignment and proactive communication
Benefits
- Remote first global workforce
- Industry leading Medical Dental and Vision health insurance
- Company matching 401k with 3% match
- $1,500 Home Office Set Up Allowance
- $200 AI Allowance Program
- $75 Monthly internet or phone reimbursement
- Flexible Time Off
- Company issued laptop
- Egg freezing mental health and employee wellness benefits