Senior Partner Success Manager

Location: Vancouver, BC (Hybrid)

The Opportunity

We are working with a fast-growing enterprise SaaS company in the fintech space that builds infrastructure enabling banks to embed financial services directly into the systems their commercial clients already use. The platform helps banks reduce friction, scale faster, and deepen relationships with mid-market and enterprise customers by integrating banking services into ERP and accounting workflows.

This is a Partner Success role with real ownership. You will sit at the intersection of banking partners, internal product and operations teams, and revenue growth. The focus is on driving long-term partner success, improving operational performance, and expanding the value of each partnership over time.

Responsibilities

Partner Ownership and Relationship Management

• Own a portfolio of strategic partners, acting as the primary point of contact for day-to-day operations, escalations, and planning
• Build trusted relationships with partner stakeholders and align on platform priorities, success metrics, and roadmap expectations
• Lead monthly and quarterly business reviews focused on performance, adoption, and future initiatives
• Coordinate partner communications during service-impacting incidents and ensure timely resolution

Partner Success and Operational Change

• Define success criteria with partners and develop joint plans to drive adoption, retention, and revenue
• Plan and oversee changes to onboarding, support, and operational workflows
• Enable partner-facing teams through documentation, training sessions, and ongoing education
• Deliver webinars and workshops to support product updates and evolving partner needs

Growth and Expansion

• Track and report on partner performance including revenue contribution, customer growth, adoption, and retention
• Identify expansion opportunities by understanding partner objectives and market needs
• Share partner insights with internal teams to inform product direction and prioritization

Internal Advocacy and Execution

• Act as the internal voice of the partner, ensuring issues and opportunities are surfaced and addressed
• Provide regular account updates to senior leadership
• Serve as a subject matter expert on the platform and its real-world use cases
• Support escalated customer issues and coordinate with internal teams to drive resolution

How Success Is Measured

• Time to revenue per partner
• Onboarding efficiency and milestone completion
• Retention, adoption, and expansion
• Partner support satisfaction

Qualifications

• 3 to 5+ years of experience in Partner Success, Customer Success, or Account Management
• Experience working with B2B SaaS platforms, ideally in fintech, payments, or infrastructure software
• Bachelor’s degree in Business, Technology, or a related field

Required Skills

• Comfortable operating in fast-moving, ambiguous environments
• Strong program management skills with the ability to juggle multiple initiatives at once
• Detail-oriented with a track record of strong follow-through
• Clear, confident communicator who can simplify complex topics
• Data-informed and comfortable using metrics to drive decisions
• Customer-first mindset with high empathy and accountability
• Collaborative, professional, and calm under pressure
• Strong analytical thinking and the ability to understand technical systems well enough to explain them clearly

Pay range and compensation package

Base salary range: $90,000 to $100,000 CAD