Please do not respond to direct messages with your personal information. All job applications and your sensitive, personal information should only be submitted via our official job platform.Job Title: Senior Director, Partner Success
Location: US-GA-Atlanta (Sandy Springs - Hybrid)
FLSA: Exempt
Job Overview:The Senior Director, Partner Success manages a portfolio of Safe-Guard's OEM and captive-finance partner accounts and leads the Client Success Partners and Program Managers assigned to them. Reporting to the Vice President, Partner Success, you will run the account plans, Client Health Assessments, QBRs, escalations, and renewals for your portfolio, and you will serve as the senior relationship lead for several of our largest partners. You will apply the Client Success standards set by the Vice President and help improve the processes the team uses. Success is measured by client health, retention and renewal results, on-time delivery of partner commitments, and the development of your team.
Job Responsibilities:- Lead a team of Client Success Partners and Program Managers. Hire, coach, and manage performance, and help each team member grow in their role.
- Serve as the senior relationship lead for a set of strategic partner accounts, working directly with partner executives.
- Build and maintain the annual account plan for each partner in your portfolio, with clear owners and due dates tied to the growth goals set by Partner Strategy.
- Complete Client Health Assessments for your accounts on a regular schedule, flag accounts at risk, and make sure corrective actions are completed.
- Prepare and lead QBRs for your portfolio using the standard format. Work with Finance & Insights on the data, and send a recap with owners and dates within 48 hours.
- Manage client escalations for your accounts. Acknowledge issues the same day, lead the recovery plan, and keep the partner updated until the issue is resolved. Bring in the Vice President and Partner Strategy when needed, and work with Partner Operations to fix root causes.
- Prepare for renewals in your portfolio. Track renewal dates, build the value case, and support negotiations with the Vice President, Partner Strategy, and Risk & Pricing.
- Monitor the commercial health of each account, including rate and pricing reviews, invoice approval, volume rebates, contract obligations, and SLA reporting.
- Make sure partner and dealer requests go through the formal intake systems (e.g., Asana, ASC), and set shared goals for Client Success Partners and Program Managers on project delivery and launch success.
- Help develop and improve Client Success processes, templates, and procedures, and make sure your team uses them consistently.
- Use dealer performance data, including penetration, F&I PVR, products per deal, and cancellation trends, in partner discussions, and coordinate with Sales & Dealer on shared targets.
- Work closely with Partner Operations, Sales & Dealer, Claims & Processing, Risk & Pricing, Legal & Compliance, Technology, and the ePMO to deliver on partner commitments and projects.
- Report account health, risks, and renewal status for your portfolio to the Vice President each month.
- Support your team through organizational change while keeping partner commitments, SLAs, and active launches on track.
- Recommend staffing and account coverage changes as the portfolio grows, and identify where AI-enabled tools and better reporting can improve account insight and team productivity.
Job Requirements:- Bachelor's degree in Business, Finance, Economics, or a related field; MBA preferred.
- Minimum of 10 years of progressive experience in client success, strategic account management, or relationship management serving enterprise clients, preferably OEMs, captive finance companies, or large financial institutions.
- At least 6 years of people-leadership experience managing account or client-facing teams; experience leading managers preferred.
- Proven track record managing strategic, high-revenue accounts, with measurable results in retention, renewal, and growth.
- Experience with account planning, health scoring, QBRs, and escalation management; experience helping build or improve these processes preferred.
- Strong commercial knowledge, including master service agreements, renewals, rate and pricing structures, rebates, and invoicing, and the ability to build a value case.
- Credibility with senior leaders at partner organizations and internally, and the ability to deliver difficult news clearly.
- Strong program and project management skills; PMP or equivalent certification a plus.
- Analytical and data-driven, with experience managing to scorecards, KPIs, SLAs, and root-cause analysis.
- Ability to work across functions without direct authority and build agreement among operations, sales, risk, legal, and technology teams.
- Experience leading teams through organizational change.
- Knowledge of automotive F&I products (VSC, GAP, tire and wheel, ancillary) and dealer economics strongly preferred; third-party administration (TPA) experience a plus.
- Experience with work management platforms (e.g., Asana, Jira, Smartsheet) and AI-enabled productivity tools preferred.
- Microsoft Office (Outlook, Excel, Word, PowerPoint) proficiency.
- Ability to travel to partner and client sites as required (up to 25%).
- Must be authorized to work in the U.S.
- Must be able to successfully pass a background check.
Company Benefits:- Medical, Dental, and Vision Insurance
- Flexible Spending Account
- Health Savings Account
- 401(k) Plan with Company Match
- Company-paid Short-Term and Long-Term Disability
- Company-paid Life Insurance
- Paid Holidays and Vacation
- Employee Referral Program
- Employee Assistance Program
- Wellness Programs
- Paid Community Service Opportunities
- Tuition Reimbursement
- Ongoing Training & Personal Development
- And More!
