The Role The Inside Partner Success Director is responsible for leading and managing the Inside Partner Success team to ensure partners receive timely and consistent service. This role oversees the inbound support operation for our multifamily clients, ensuring a seamless client experience while supporting outbound Partner Success initiatives.
The ideal candidate will bring 5+ years in customer success or sales with at least 2+ years of direct people management experience. You will be expected to drive team-level KPIs and high utilization of TheGuarantors tools across the organization.
What You'll Do- Oversee the team's operational support and service standards for all contracted clients.
- Manage team performance against SLAs and KPIs, including ticket resolution speed and NPS. Meet ticket resolution volume goals consistently.
- Mentor and coach associates, facilitating virtual and in-person professional development sessions
- Ensure effective cross-functional collaboration and robust ticket escalation processes for complex partner needs.
- Develop and oversee the team's recurring group retraining programs
- Set and maintain standards for partner retraining coordination, including scheduling consistency and handoff quality
- Maintain oversight of CRM hygiene within HubSpot and Zendesk to ensure data accuracy across the team
- Execute day-to-day responsibilities related to managing, adjusting and expanding existing business with accuracy, timeliness, and consistency.
- Analyze, review, or maintain client performance and feedback data to support business needs.
- Partner with Account Management and the broader GTM team to support high program usage.
- Communicate updates, risks, blockers, and recommendations clearly and proactively.
- Identify opportunities to improve training materials, client communication, and user engagement strategy.
- Use data, judgment, and business context to inform decisions and recommendations.
- Manage assigned work independently and follow through on commitments, deadlines, and deliverables.
- Ensure work is completed in accordance with applicable policies, procedures, standards, and regulatory requirements.
- Perform other role-related responsibilities as assigned and aligned with business needs.
Required Qualifications- 5+ years of experience in B2B2C Customer Success, including 2+ years of direct team management experience.
- Proficiency in overseeing HubSpot, Zendesk, Google Suite, and video conferencing tools to drive team productivity.
- Strong understanding of both inbound and outbound customer success operations, including SLA management, ticket triage and escalation design, and team performance frameworks
- Demonstrated ability to manage client-facing, training, or account management roles, partner with GTM, Outbound Partner Success, Customer Success and Marketing, and deliver high-quality work in a dynamic business environment.
- Bachelor's degree in Business, Finance, English Literature, Communications, Psychology, or equivalent practical experience.
Preferred Qualifications- Experience working in a regulated, client-facing environment.
- Experience using PowerBi, ZoomInfo, Monday.com, Enable.Us (or similar data room tools), Gong and ALN.
- Exposure to the commercial multifamily real estate industry, proptech or insurance.
- Prior experience in the commercial multifamily real estate industry, consumer credit, lending or B2B SaaS.
- 2+ years in the multifamily industry
Benefits- Opportunities to make an impact within a fast growing company
- Medical, dental, & vision insurance, beginning day one
- Health savings account with employer contribution
- Flexible spending accounts (healthcare, dependent care, commuter)
- 401(k)
- Generous PTO and paid holidays
- In-office lunch Perk
- Flexible working hours
- Paid parental leave
- Company sponsored short and long term disability
Base SalaryThe base salary range is between $105,000 - $115,000 annually
(with OTE between $190,000 - $210,000).
Base salary does not include other forms of compensation or benefits. Final offer amounts are determined by multiple factors, including prior experience, expertise, location and current market data and may vary from the range above.
