Partner Success Manager

Role Overview

Objective: Own the post-sale technical partner journey by driving successful go-lives, measurable business outcomes, partner health, executive alignment, renewals, and expansion opportunities across Bland's partner network.

Core Responsibilities

1. Own the technical post-sale relationship for a portfolio of partners, driving them from onboarding through go-live, adoption, business review, renewal, and expansion

2. Identify, evaluate and onboard new service partners

3. Ensure partners launch quickly, hit measurable go-live timelines, and see clear ROI from Bland's AI agents

4. Diagnose implementation blockers before they become major partner or customer risks

5. Partner closely with forward-deployed engineers, product, sales, and implementation teams to troubleshoot issues, accelerate resolutions, and keep partners successful in production

6. Build partner enablement plans that map use cases, technical requirements, go-live milestones, KPIs, risks, value realization, and expansion opportunities

7. Educate partners on best practices, new features, and optimization strategies that help them get more value from Bland

8. Own monthly and quarterly business reviews (MBRs/QBRs) and executive briefings focused on outcomes, ROI, usage, risks, and the results their customers are seeing

9. Identify expansion opportunities based on new use cases, call volume, operational pain, product usage, partner feedback, and measurable ROI

1. Support renewal cycles either independently or in partnership with AEs / commercial owners

Ideal Candidate Profile / Role Requirements

We're looking for a high-ownership, commercially oriented Partner Success Manager who can live at the intersection of customer success, technical implementation, and enterprise relationship management. This person should be deeply partner-obsessed, technically sharp, and comfortable owning outcomes in a fast-moving startup environment.

Must-Have Experience
• 5+ years in technical customer- or partner-facing roles such as Partner Success Manager, Technical Account Manager, Technical CSM, Solutions Architect, Customer Engineer, Implementation Lead, or similar
• Experience owning post-sale success and outcomes for enterprise partners or customers
• Strong technical foundation, ideally with CS / engineering exposure or equivalent hands-on technical experience
• API and integration fluency, including comfort with REST / JSON, logs, SQL, and production systems
• Experience diagnosing complex technical blockers and driving partner-facing escalations to resolution
• Highly self-directed - does not need heavy management or a fully built playbook to be effective
• Willing and excited to work from San Francisco and travel to partner and customer sites as needed

Nice-to-Have Experience
• Background in voice AI, conversational AI, CPaaS, CCaaS, UCaaS, contact center software, customer experience, or channel/partner ecosystem management
• Experience managing partner or customer accounts in highly regulated industries such as financial services, insurance, healthcare, or telecommunications
• Experience supporting renewals, expansion, or commercially oriented post-sales motions
• Experience at a Series A-C company helping build partner success, onboarding, or customer success playbooks from scratch
• Experience working with partner or enterprise customer organizations where C-level stakeholders are actively involved post-sale

Compensation & Benefits
• Performance-based upside tied to retention, renewals, and expansion
• Meaningful equity in a high-growth, well-funded AI company
• Full benefits package
• Regular partner and customer travel expected