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

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