The Role

The Manager, Partner Success leads a team focused on protecting, growing, and strengthening partner and customer relationships. This leader is accountable for partner retention, customer success, product adoption, and revenue growth while building a high-performing team that delivers exceptional experiences. The role partners closely with sales and cross-functional stakeholders to identify opportunities, mitigate risk, drive operational excellence, and create scalable processes that support long-term business success.

The Main Responsibilities

• Lead a team of Partner Success professionals responsible for partner and customer retention, product adoption, revenue expansion, and overall account health.
• Leverage customer health, performance, and opportunity data to identify risks, uncover growth opportunities, and drive proactive engagement strategies.
• Partner closely with Sales Acquisition teams on strategic account planning, expansion initiatives, and customer growth opportunities.
• Establish and maintain consistent operating standards, tools, communication practices, and execution frameworks across the organization.
• Drive innovative thinking and continuous improvement by identifying recurring friction points and implementing scalable process enhancements and automation.
• Lead cross-functional resolution of complex partner and customer issues by aligning stakeholders, removing barriers, and ensuring timely follow-through.
• Manage a disciplined portfolio-management rhythm that prioritizes customer and partner needs based on revenue impact, risk, business priorities, and growth potential.
• Monitor key performance indicators and hold the team accountable for business outcomes, forecast accuracy, customer satisfaction, and net revenue growth.

What We Look For in a Candidate

• 6 years of customer-facing client services, customer success, account management, or related experience.
• Experience in a technology-focused customer-facing environment supporting business customers.
• Strong written and verbal communication skills with the ability to engage audiences at all organizational levels.
• Demonstrated ability to analyze data, identify trends, and translate insights into actionable recommendations.
• Experience influencing stakeholders through collaboration, persuasion, negotiation, and consensus-building.
• Proven ability to identify common customer needs, operational challenges, and opportunities for process improvement.
• Experience leading cross-functional initiatives and driving resolution of complex business issues.
• Ability to manage multiple priorities while maintaining a strong customer focus.

Preferred

• 7 years of applicable customer success, partner success, account management, or related experience.
• Previous people leadership experience with responsibility for coaching, mentoring, and developing high-performing teams.
• Bachelor's degree in Business, Management, or a related field.
• Experience driving operational excellence, automation initiatives, and scalable customer success practices.
• Experience supporting revenue retention, growth strategies, and portfolio management activities.
• Proven success building strong internal and external stakeholder relationships.
• Experience implementing customer health, adoption, or performance measurement programs.

Compensation

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

Location Based Pay Ranges

$97,001 - $129,324 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY
$101,853 - $135,793 in these states: CO HI MI MN NC NH NV OR RI
$106,705 - $142,262 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process. Learn more about Lumen's:Benefits
Bonus Structure

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Requisition #: 343608