Partner Success Manager (PSM)

Job position : Partner Success Manager (PSM) Work Hours : 9am-5pm MK time | Mon-Fri Work Model : Hybrid Client : Sarder AI

Job Description: Partner Success Manager (PSM)

Role Summary

The Partner Success Manager (PSM) is responsible for onboarding, enabling, and retaining strategic partners by ensuring success ful program delivery and high partner engagement. The PSM serves as the primary point of contact for partners, driving adoption, resolving operational issues, and identifying organic collaboration opportunities across the partner lifecycle. While the PSM uncovers potential growth avenues, all direct commercial and upsell/cross-sell discussions are transitioned to the Business Development Manager (BDM).

Key Responsibilities

• Partner Onboarding & Enablement

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Lead end-to-end onboarding for new partners (systems, content, trainers, and operations)

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Deliver onboarding sessions, platform walkthroughs, and enablement training

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Ensure partners are fully operational and ready for go-live within defined timelines

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Coordinate internally to complete setup (LMS, certifications, marketing assets, access)

• Partner Relationship Management

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Serve as the single point of ownership for assigned partner accounts

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Build strong, trust-based relationships with partner stakeholders

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Conduct regular check-ins, QBRs, and health reviews

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Maintain high partner satisfaction, loyalty, and long-term retention

• Delivery & Operational Success

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Monitor and support program delivery to ensure a high-quality learner experience

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Resolve partner issues through cross-functional coordination

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Maintain SLAs for partner support, escalation, and issue resolution

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Ensure operational accuracy (rosters, certifications, access, reporting)

• Opportunity Identification & Internal Alignment

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Identify potential expansion, programmatic growth, or renewal opportunities within partner accounts

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Flag and route all upsell, cross-sell, and commercial contract discussions directly to the BDM, providing contextual support to help close the deal

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Drive adoption of new offerings, bundles, and certifications within existing scopes

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Shield partner health by proactively identifying risk factors or churn vulnerabilities

• Cross-Functional Coordination

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Work closely with Product, Tech, Content, Marketing, and Training team s

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Drive issue resolution with clear ownership, timelines, and accountability

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Provide structured partner feedback to improve products and processes

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Support partner-facing launches, campaigns, and promotions

• Performance Tracking & Reporting

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Track partner KPIs including onboarding completion, activity, satisfaction, and account retention rates

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Maintain accurate CRM/account data and reporting dashboards

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Provide regular updates on partner health, operational risks, and collaboration opportunities

Key Metrics (KPIs)

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Partner onboarding time and activation rate

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Partner satisfaction (CSAT) and Net Promoter Scores

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SLA adherence (response and resolution time)

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Partner retention and account health rates

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Partner engagement and platform adoption

Required Competencies

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Strong stakeholder management and relationship-building skills

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Customer-first mindset with strong problem-solving ability

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Ability to drive outcomes across cross-functional team s

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Operational discipline and attention to detail

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Excellent communication and executive presence

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Collaborative mindset with an ability to seamlessly hand off commercial opportunities to BD counterparts

Qualifications

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Bachelor’s degree in Business, Marketing, Technology, or related field

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3+ years in Customer Success , Partner Management, or Account Management

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Experience managing B2B partners or channel ecosystems preferred

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Proven track record of driving partner engagement, project delivery, and long-term account retention

Success Profile (What “Great” Looks Like)

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Partners are fully enabled and actively delivering within weeks

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Issues are proactively identified and resolved without escalation

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Partners regularly express high satisfaction, leading to stable, long-term relationships

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The PSM seamlessly acts as the bridge between the partner’s operational needs, internal team s, and the BDM for commercial scale

Benefits we offer

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Private medical insurance

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Hybrid working model - work from home, office or both

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Regular team meetups - dinners, outdoor activities and events with the Talkr team

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Access to further learning & development courses