About the position
The Partner Success Manager (Customer Success Manager) at Plug and Play Tech Center is a pivotal role responsible for ensuring the satisfaction and retention of corporate clients within the Brand and Retail vertical. This position is designed for a highly strategic and senior individual contributor who will take ownership of customer success outcomes. The Partner Success Manager will spearhead initiatives aimed at enhancing customer engagement and health, identifying opportunities and risks within individual customer accounts, and surfacing valuable customer feedback to inform new product and service offerings. This role is crucial in driving retention, upsell, and cross-sell conversations while architecting meaningful customer touchpoints and events. In this role, the Partner Success Manager will be expected to operate with a high degree of autonomy, managing an annual customer retention quota with minimal day-to-day guidance. The individual will join a small, entrepreneurial team focused on achieving over 100% annual growth in Brand & Retail revenue, collaborating with some of the largest global brands and retailers. The position is based in Sunnyvale, California, and reports directly to the Director of the Brand & Retail vertical. The Partner Success Manager will build trusted relationships with key stakeholders within client organizations to ensure service adoption and renewals while identifying new revenue opportunities. A deep understanding of corporate clients' business priorities and internal structures will be essential to proactively advise clients on leveraging their membership and the overall Plug and Play platform effectively. Staying abreast of industry trends and serving as a trusted innovation thought partner for clients will also be critical components of this role. Additionally, the Partner Success Manager will manage client projects from start to finish, coordinating with the Ventures team on project delivery, managing logistics, and building success cases for each project.
Responsibilities
- Build trusted relationships with key stakeholders within our clients' organizations to ensure service adoption, renewals, and identify new revenue opportunities
- Develop a deep understanding of corporate clients' business priorities and internal organization structures to proactively advise clients on the best way to leverage their membership and the overall Plug and Play platform
- Stay on top of industry trends and serve as a trusted innovation thought partner for clients
- Manage client projects end-to-end, including understanding clients' requests, coordinating with the Ventures team on project delivery, managing project logistics, and building project success cases
- Build strong connections internally to mobilize all internal resources to achieve overall client engagement and revenue goals
Requirements
- 3+ years of work experience in a client-facing role, ideally as a customer success manager or management consultant
- Self-motivated with outstanding ownership and results-oriented mindset
- Entrepreneurial; thrives in a fast-paced and performance-driven environment
- Capable problem solver; strategic and creative thinker
- Detail-oriented, organized, and comfortable wearing multiple hats
- High integrity, honesty, and candor
- Passion for startups and technology innovation
- Authorized to work in the U.S.
Nice-to-haves
- Experience with conducting design thinking workshops
