Partner Success Director

CaptivateIQ is the leading Sales Performance Management solution, recognized by Forrester and G2, and trusted by customers including Affirm, Gong, and Figma. With solutions for Sales Planning and Incentives, we help revenue teams automate processes, hit revenue targets, and adapt with business change, ultimately driving efficient growth. It's time to rethink ROI - your return on incentives - with CaptivateIQ.

With backing from Sequoia, Accel, ICONIQ, Sapphire Ventures, and other leading investors, CaptivateIQ is on a mission to enable every company to improve their return on incentives and sales planning.

Come and see why Glassdoor and Comparably have recognized CaptivateIQ as a best place to work!

About the Role:

As the Partner Success Director, you will play a critical role in building the partner success function from the ground up. We are developing a world-class partner program from the ground up, and you will be a foundational member of our growing team. It will require somebody with a builder mentality who is willing to roll up their sleeves and manage both tactical and strategic priorities. Reporting to the VP, Alliances & Growth, you will be responsible for the overall partner experience, including developing the partner enablement framework, establishing performance metrics, managing partner escalations, and acting as the voice of the partner within the organization. You will have the opportunity to shape the direction of partner engagement and success, as well as collaborate closely with internal teams like enablement, services, customer success, and product.

• Partner Success Framework:
• Develop and implement a comprehensive partner success framework for enabling and supporting partners, from onboarding and education to ongoing performance management and post-sales engagement.
• Work with the enablement teams to build out a partner enablement framework that includes onboarding, training, certifications, and continuous education programs designed to empower partners to sell, implement, and support our solution effectively.
• Drive accountability for partners through clear performance metrics, goals, and regular check-ins to ensure they are aligned with our strategic objectives.

• Post Sales Management:
• Own the post-sales motions, developing relationships with key partner stakeholders, creating processes for smooth post sales transitions, and ensuring high levels of partner and customer satisfaction.
• Work closely with the Customer Success and Services teams to ensure that partners are successfully implementing and adopting the product. 
• Optimize partner engagement post-sale by creating strategies to maintain ongoing relationships with partners after the initial sale, ensuring continued alignment, retention, and growth opportunities.

• Partner Experience:
• Own the partner experience, defining the partner journey from start to finish, ensuring a smooth and valuable experience at every touchpoint.
• Act as the post-sales escalation point for partners, collaborating cross functionally to manage complex issues, ensuring timely and satisfactory resolutions.
• Serve as the voice of the partner within the organization, gathering insights, feedback, and pain points from the partner community to inform product development, strategy, and customer success initiatives.

• Cross-Functional Collaboration:
• Collaborate with internal teams, including Enablement, Services, and Customer Success, to ensure that partners receive the right level engagement, and to increase the partner effectiveness in delivering customer success

• 8+ years of related experience in partner success, partner management or a related field
• Sales Performance Management (SPM) experience is preferred
• Proven experience in building and scaling partner success or partner enablement as a new function with autonomy and accountability
• Ability to lead cross-functional teams and drive accountability across internal and external stakeholders
• Understanding of partner business models and their enablement needs, including partners that build products, deliver services and resell software
• Strong experience in escalation management and resolving complex partner issues
• Desire and ability to develop high-level strategies and roll up sleeves to implement them.
• Excellent interpersonal and communication skills for effective collaboration with both internal teams and external partners
• Self-motivated, proactive team player who can make quick decisions and thrive in fast-paced, collaborative, and ambiguous environments with various stakeholders
• Senior-level critical thinking, program management, and execution skills
• Minimal travel

• (US-ONLY) 100% of medical, dental, and vision covered including 75% for dependents
• Flexible vacation days and quarterly mental health days so you can recharge
• Enjoy a one-time expense on your 1-year work anniversary (to use for travel, home furnishings, fancy meal)
• One time work from home stipend & annual stipends for professional development and caretaking 
• Virtual team lunches to keep you connected
• (US-ONLY) 401k plan to participate in and save towards the future
• Newest Apple products to help you do your best work
• Employee Resource Groups (ERGs) to support and celebrate the shared identities and life experiences of communities within CaptivateIQ. ERGs directly support our company-wide DEI goals as a space for developing and retaining diverse talent

• Only emails from @captivateiq.com should be trusted.

• Attempt to correspond with a candidate using a free web-based account, such as an email address that ends in @gmail.com, @yahoo.com, @hotmail.com, etc.
• Make an offer of employment without conducting multiple rounds of interviews face-to-face using secure video-conferencing technology.
• Ask candidates to cash checks to buy equipment on behalf of CaptivateIQ.
• Ask candidates to make a payment in order to be considered for a position.
• Make early requests for candidates' personal information such as date of birth, passport details, credit card numbers, bank details and social security number, etc.
• Please note that we’ll only ask for more sensitive personal information in connection with background checks after an offer is made.

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