The Role

Partner-led accounts present an exciting dynamic: by collaborating closely with enterprise partners, we have the unique opportunity to build trust across both relationships and champion long-term client success. When nurtured effectively, partners become true force multipliers-bringing established credibility, deep insights, and early line-of-sight to client needs. This role exists to foster those collaborative, high-value relationships and unlock maximum impact for our partners and their clients alike.

You'll own a portfolio of partner-led end-client accounts, concentrated in SMB and mid-market, and spearhead the Partner Customer Journey Map that empowers partners and clients at every step from onboarding to renewal. As the pioneer in this dedicated motion, you'll have the exciting opportunity to shape our strategic playbook and directly influence the expansion of our partner channel.

This is a fit for someone who's managed accounts through an intermediary before (a broker, a reseller, a channel partner) and knows the job isn't just customer success, it's managing a partner relationship on top of it.

What You'll Do:

• Own the partner-led portfolio. Manage a book of SMB and mid-market accounts that came through our partner channel, end to end. You're accountable for the onboarding, health, renewal, and growth of these accounts, working through the partner rather than around them.
• Shape the Partner Customer Journey Map. Help build and continuously refine the journey map that defines how partners and end clients move from onboarding through renewal, and own execution at every stage.
• Support partners post-sale. Co-create customer success plans with partners for their end clients, and work alongside them on renewals so nothing falls through the cracks.
• Keep partners fluent on the product. Train partner teams on new features and product changes, and make sure they always know what's shipped and what's coming.
• Drive utilization through the partner. Help partners understand how their end clients are using the platform and equip them with what it takes to drive adoption higher.
• Build a shared view into health and risk. Create a data view partners can use to monitor account health, adoption, and risk themselves, rather than waiting on us to flag it.
• Run a regular cadence with partner contacts. Establish recurring check-ins to review product changes, key metrics, client learnings, and risk mitigation strategies together.
• Balance two relationships at once. Support the end client by supporting the partner, recognizing that a well-equipped partner accelerates outcomes while a neglected one can quietly block them.

What We're Looking For:

• 4-6 years of experience in customer success, account management, or partner/channel management in B2B SaaS
• Direct experience managing accounts or relationships through an intermediary (broker, reseller, channel partner, or similar), and a clear understanding of how that changes the job from direct account management
• Comfort managing a higher-volume, lighter-touch book of SMB/mid-market accounts, with the organization to run repeatable processes across many accounts at once
• A consultative, outcomes-oriented style: you anchor on what changed for the partner and the end client, not how many calls you logged
• Experience influencing a customer or partner journey from scratch, or strong instincts for what that process should look like
• Genuine excitement about using AI to do your job better, with hands-on examples of how you've already brought it into your workflow
• Strong written and verbal communication, since you'll regularly translate between what a partner needs to hear and what an end client needs to hear
• A self-starter mentality: you're energized by ambiguity and building process where none exists yet
• Startup experience at a similar stage company

Nice to Have:

• Experience specifically with insurance brokers, TPAs, or benefits consultants as channel partners
• HR tech or benefits industry experience
• Experience standing up a shared reporting or health-scoring view for external partners

$130,000 - $150,000 a year

Our Company Values

Our four values aren't aspirational. They translate into concrete operating tenets that shape how we make decisions every day.

Beat Yesterday. We re-evaluate our own toolkit every quarter, because the workflows that made you effective three months ago may already be outdated. We act on 70% of the information rather than waiting for certainty. We timebox, execute, and iterate, getting work in front of real people quickly instead of polishing in isolation. And we own our output regardless of how we produced it. AI can get you 80% of the way there. Everything that goes out with your name on it, including a partner-facing success plan or a QBR deck, is your responsibility to review, refine, and stand behind.

Embrace Type 2 Fun. We assume good intent and follow up directly rather than venting in side channels, which matters when a partner relationship gets tense. We celebrate wins loudly and specifically, naming the actual behavior so the whole team learns what great looks like. We are on by default, because we owe it to each other and to our partners and their clients to be available beyond what a regular corporate job would demand. And we do unscalable things today that build scalable advantages tomorrow: the hand-built health dashboard, the manually assembled partner training deck, and the late-night response to a partner's urgent question all earn us the right to scale later.

Stay Hungry, Stay Curious. We expect everyone to be the expert on AI in their function before anyone asks them to be. The landscape changes weekly. When you learn something, teach it. Learn enough about adjacent functions to ask good questions, including how a broker actually makes money and why a partner is pushing back on something that seems small. Ask the question you think is too basic, because in a channel relationship, the cost of a wrong assumption can be a lost partner and every client behind them. And remember: curiosity without urgency is a hobby. Learning has to translate into action on a timeline that matches the opportunity.

Act Like an Owner. We say the uncomfortable thing early, raising missed commitments or quality gaps directly with the person within 48 hours. We surface problems when they're small, not the week they become a crisis, which is especially true when the first sign of trouble shows up in a partner conversation rather than directly with the client. Customer-facing work gets priority, always, and that includes the partner. And we close the loop every time, because over-communication is a feature at our stage, not a bug.

Role Progression

First 30 Days: Complete comprehensive and supportive onboarding process to help you understand the platform, the business, and the customer journey. Shadow existing customers to understand the current process, pain points, and success stories.

60-90 Days: Begin to take on your first set of customers. Manage hand-offs from implementation and host your first set of QBRs. Build working relationships with sales, marketing, product, and partner teams.

4+ Months: Grow your portfolio of customers and independently manage their success. Have a documented, repeatable customer success process in place. Identify expansion opportunities and pave the path for renewals. Be a key voice in product feedback loops.

Interview Process & Compensation

We respect your time and aim to keep things efficient:

• Introductory call with our Talent team (30 min)
• Conversation with the SVP of Customer Experience (45 min)
• Team interviews with CX team members and cross-functional partners (90-120 min)

Comp: $130K-$150K OTE

Benefits include: stock options, medical/dental/vision, and 401k