Customer Success Manager

ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.

Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.

Game-changers, innovators, culture-lovers—and humankind.

We invite discovery and debate. We recognize key moments as milestones.

We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.

Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!

The Partner Success Manager I/ Customer Success Manager is responsible for alignment at the leadership level of our partners while building and maintaining strong relationships to help these select partners progress on their transformation journey. This role works in partnership with cross-functional teams to help customers accelerate business value and ROI from their investment with ConnectWise.

Essential Duties and Responsibilities:

• Provides support to cross-functional teams, with a high attention to detail.
• Use internal tools (e.g. Gong, Gainsight, Salesforce) to Research, analyze, and document findings.
• Ensures that partners maximize ROI and adoption, and collaborate with other ConnectWise stakeholders 
  to ensure adoption and a successful renewal.
• Builds and nurtures relationships across accounts to solidify our partnership and commitment to the 
  partner.
• Effectively networks within accounts to help partners achieve their objectives.
• Monitors partner usage data, health indicators, partner maturity scores, renewal dates, and growth 
  opportunities and translates into strategies for success.
• Develops an understanding of typical business challenges faced by partners to address their needs.
• Identifies risks to the partner that inhibit their stated business goals and create mitigation strategies.
• Navigates customer organizational structures to identify and build relationships with executives and 
  stakeholders.
• Propose solutions to partner problems based on the ConnectWise platform aligned to playbooks; escalate 
  complex scenarios to senior resources.
• Identifies escalations and coordinates resolution with leadership and cross‑functional teams.
• Conduct regular Quarterly Business Reviews (QBRs) with partners to assess performance, identify 
  opportunities for growth, and strengthen strategic alignment. 

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Experience with Customer Success fundamentals.
• Ability to understand and articulate impact of new technology/processes to partner use cases.
• Strong communication, organizational and analytical skills.
• Possesses true grit and is driven to win.
• Ability to quickly grasp and distinctly explain technological and business concepts.
• Effective at leading and facilitating partner executive meetings (QBRs). 
• Effectively adapts to changing priorities and transitions between tasks seamlessly, delivering results under 
  tight deadlines.
• Demonstrates comprehensive knowledge of SaaS business models, including subscription management, 
  cloud-based service delivery, product scalability, security protocols, and customer relationship best 
  practices.
• Preferred: Working knowledge of ConnectWise products and platform features, capabilities, and best use 
  cases.  

Educational/Vocational/Previous Experience Recommendations:

• Bachelor’s degree in related field or equivalent business experience 
• 1+ years of relevant experience 

Working Conditions:

• Remote or hybrid depending on location
• 30% travel may be required.

ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.

The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at [email protected] or 1-800-671-6898.