Partner Success Manager - Sales CSM

Were hiring a Partner Success Manager to own partner outcomes post-deal close. This role sits between Sales and Delivery and is accountable for partner satisfaction, delivery predictability, churn prevention, and long-term account growth.

This is not a support role and not a project manager. Its a relationship- and outcomes-driven role focused on ensuring partners succeed and grow over time.

Key Responsibilities

Partner Relationship Ownership

• Own day-to-day and long-term relationships with HubSpot partner agencies
• Serve as the primary partner-facing contact post kick-off
• Build trust, predictability, and long-term engagement
• Manage a portfolio of 1015 retainer-based partners

Churn Prevention & Account Health

• Monitor partner health, satisfaction, and early risk signals
• Own churn prevention and escalation management
• Track partner NPS and satisfaction metrics
• Step in early when delivery or expectation gaps emerge

Delivery Oversight (Non-Execution)

• Coordinate between partners and internal delivery teams
• Ensure scope, timelines, and expectations remain aligned
• Flag risks early and drive resolution
• Accountable for outcomes, not task or project execution

Proposal & Estimate Governance

• Review and monitor estimates and proposals shared with partners
• Ensure proposals align with:
• Partner expectations
• Delivery feasibility
• Commercial logic
• Collaborate with Sales to vet proposals before they go out
• Track and improve proposal-to-conversion ratios

Expansion & Upsell Enablement

• Identify expansion and upsell opportunities within existing partners
• Work closely with Sales to:
• Surface opportunities
• Support positioning
• Improve close rates

What Were Looking For

Must-Haves

• 25 years of experience in a client-facing role (CSM, Partner Success, Account Management, or agency-side role)
• Strong understanding of agency delivery models and retainers
• Experience managing multiple long-term partner or client relationships
• Excellent communication, expectation-setting, and escalation skills

Good-to-Haves

• Exposure to HubSpot, RevOps, or SaaS delivery environments
• Experience in white-labelled or partner-led models
• Commercial awareness around estimates, proposals, and margins