Position Summary:The Partner Success Manager is responsible for supporting partner retention, operational success, and overall partner experience across assigned accounts. This role serves as a strategic support partner to the Partner Account Executives while also acting as the primary relationship owner for designated lower-touch accounts.
The Partner Success Manager will focus on service coordination, issue resolution, onboarding support, operational relationship management, and retention initiatives to ensure partners remain engaged and successful with Coterie. This role collaborates closely with Partner Account Executives, Partner Development Managers, Insurance, and Revenue Operation teams to deliver a seamless partner experience.
Key Responsibilities:- Serve as the primary operational contact for assigned partners.
- Support Partner Account Executives by managing service requests, escalations, and operational follow-through.
- Coordinate onboarding, training, and enablement activities for partner organizations.
- Manage and resolve partner issues by collaborating with internal teams.
- Maintain relationships with designated maintain and lower-touch accounts.
- Monitor partner satisfaction, engagement, and retention metrics.
- Conduct regular check-ins and business reviews with assigned accounts.
- Identify opportunities to improve partner experience and operational efficiency.
- Track and manage partner requests and escalations within Salesforce and ticketing systems with Revenue Operations.
- Collaborate with Insurance, Revenue Operations, and Technology teams to resolve partner concerns.
- Support renewal, retention, and engagement initiatives.
- Assist with partner communications, education, and process improvements.
- Foster a culture of accountability, collaboration, innovation, and proactive relationship management.
Required Qualifications:- Bachelor's Degree in Business, Communications, Insurance, or related field preferred.
- 3+ years of experience in client success, account management, agency support, or partner operations.
- Experience working within insurance distribution, SaaS, or partner-driven organizations preferred.
- Familiarity with CRM systems such as Salesforce or HubSpot and sales engagement tools.
- Strong customer service and relationship management background.
- Experience managing operational workflows and escalations.
- Experience in creating business planning initiatives.
Knowledge, Skills & Abilities:- Strong relationship management and communication skills.
- Ability to manage multiple priorities and partner relationships effectively.
- Strong operational and problem-solving capabilities.
- Ability to collaborate cross-functionally in a fast-paced environment.
- Strong organizational and follow-through skills.
- Knowledge of Property & Casualty insurance and agency operations preferred.
- Ability to de-escalate and resolve complex partner issues professionally.
- Problem solving mindset.
Our interview process:Our hiring process generally consists of 4 phases. The goal is to provide an opportunity for us to learn more about our candidates while allowing them to get to know us as well!
- Phase 1: Qualified candidates will first meet with a member of our People Operations team for a phone interview. This discussion is a high-level conversation to understand more about your background and interests and for us to share more about Coterie and the position.
- Phase 2: Selected candidates will be invited to meet with a member of our hiring team for a 2nd interview via Teams video. This interview is designed to be more detail oriented and allows you to learn more about the role and expected to be 30 minutes in length.
- Phase 3: Top candidates will be invited to participate in an experiential interview exercise, which includes a project provided in advance. During the interview, candidates will have a 1-hour session with the hiring manager to present and discuss their project, followed by additional 1:1 interviews with team members. The full interview series is expected to take approximately 2.5 hours.
- Phase 4: Final candidates will receive an invite to our final interview that will include a 1:1 interview with a member of our senior leadership team. The final interview is roughly 30 minutes.
What's in it for you:Coterie has excellent benefits for all full-time employees. We offer the following:
- 100% remote
- Health insurance through Aetna (we pay 100% of premiums)
- Dental and vision insurance through Guardian (we pay 100% of premiums)
- Basic life insurance (we pay 100% of premiums)
- Access to flexible spending account (FSA) or health savings account (HSA) (for those using HSA eligible plans)
- 401K plan (up 4% match with immediate vest). Must be 21 years of age or older to participate
- Flexible PTO policy offering employees up to 4 weeks of PTO in their first 12 months. Thereafter, PTO usage aligns with company standards and typically does not exceed 5 weeks per calendar year.
- 12 company-paid holidays each year
- Continuing education annual stipend
- Annual salary estimated between $90,000-$105,000 + variable compensation. Candidates who meet all the minimum requirements and possess additional relevant experience, as outlined in the job description, may be considered for a salary above the midpoint of the above range. Salary is based on internal equity; internal salary ranges; market data/ranges; applicant's skills; prior relevant experience; degrees or certifications, etc.
