Overview
We are a high-impact, quick-moving Customer Success organization on a transformational journey. With bold goals and a deep obsession for both customer and expert experiences, we operate at velocity and with purpose to deliver measurable impact at scale. We're looking for a bold, strategic, and hands-on leader to join our passionate team and help us drive large-scale change across both internal operations and external partner ecosystems.
As a Staff-level individual contributor in Vendor Partner Management, you will lead multi-million-dollar customer success partnerships and deliver complex strategic initiatives that enhance service delivery, operational efficiency, and customer satisfaction. You will be a critical bridge between internal teams and external partners, ensuring we deliver excellence and innovation across every touchpoint.
Responsibilities
*Partner Management & Service Delivery*
- Lead multiple high-value external partner relationships, driving performance improvement, operational consistency, and strategic alignment
- Hold partners accountable to KPI targets across CSAT, AHT, and Issue Resolution — initiating and tracking performance improvement plans when performance falls below threshold
- Facilitate Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs), ensuring partners deliver data-driven pre-reads, own root-cause analysis, and execute on improvement actions
- Build trusted relationships with senior leaders across partner organizations to co-develop goals and long-term success plans
- Act as the voice of the partner internally, resolving escalations and clearing roadblocks that impede performance or customer experience
*Strategic Programs & Transformation*
- Own and drive large-scale, cross-functional initiatives that impact customer support delivery, expert enablement, and operational scalability
- Collaborate with internal stakeholders across Product, Operations, Finance, and Technology to co-design and execute strategic p