Jobs and Careers

Principal Partner Customer Success Manager

United Statesfull_timeVerifiedPosted 17 Apr 2025

💰 $172,700/yr($115,100/yr – $172,700/yr)

About the role

Job Summary:

We are looking for an experienced and strategic Principal Partner Customer Success Manager (CSM) to lead the engagement and success of our most important systems integrator (SI) partnerships, including Deloitte, Mercer, AON, and others. You will act as the central point of contact across these strategic partnerships, working closely with our Sr. Director of Channels, while reporting into the Chief Customer Officer (CCO) organization. This role combines the deep customer engagement and strategic thinking of a Principal CSM with the partner enablement and coaching strengths of a Partner Success leader. You’ll work across Customer Success, Sales, Product, Services, and Alliances to accelerate partner-driven success for joint enterprise clients and grow value across the SI ecosystem.

What you'll do:

Strategic Partner Relationship Management:

Build and grow trusted, value-driven relationships with senior stakeholders within key SI firms.
Serve as the customer-facing and partner-facing strategic advisor for our largest shared customers.
Drive the success of co-sold and co-delivered engagements by acting as a liaison between Payscale and partner teams.

Partner Enablement & Joint Success Planning:

Develop and execute joint success plans with SI partners to ensure high-impact customer outcomes.
Lead quarterly planning and review sessions with partner practice leads and internal stakeholders.
Enable partners with product and data knowledge, relevant playbooks, and content that drive excellence in delivery.

Customer Success & Retention:

Manage a portfolio of joint Payscale + SI customers with a strong focus on health monitoring, renewals, and value expansion.
Own executive-level QBRs and account planning for shared customers.
Collaborate with Account Executives on upsell strategies while owning the renewal lifecycle.

Cross-Functional Influence:

Act as the “voice of the partner” and “voice of the customer” in cross-functional conversations with Product, Marketing, Services, and Sales.
Influence roadmap prioritization and enablement needs to support enterprise customer adoption and partner-led services growth.
Contribute to knowledge sharing and mentorship across the broader Customer Success and Channel teams.

Process & Performance Optimization:

Help define and refine SI partner success metrics in collaboration with Partner Operations.
Monitor customer and partner health data using tools like Gainsight and Salesforce to proactively identify risk and opportunities.
Design and lead internal Partner Days and workshops to deepen cross-functional alignment.

About You Experience & Education:

8+ years in Customer Success, Partner Enablement, or Consulting roles with enterprise clients (SI experience strongly preferred).
Demonstrated success managing strategic customer/partner portfolios and revenue responsibility.
Experience working with or at Deloitte, Mercer, AON, or other SIs preferred.
Bachelor's degree strongly preferred (MBA or Master's a plus).

Skills & Capabilities:

Strategic Account Management: Expert at managing complex stakeholder environments and driving value realization across enterprise organizations.
Partner-Centric Mindset: Experience working with or enabling SI partners; ability to coach and collaborate with partner resources.
Communication & Influence: Strong executive presence, exceptional presentation skills, and the ability to influence without authority.
Business Acumen: Deep understanding of compensation, HR tech, and/or enterprise software implementation best practices.
Operational Rigor: Proficient in Gainsight, Salesforce, or similar systems to manage lifecycle activities and pipeline forecasting.
Collaborative & Adaptive: Highly resourceful, a self-starter, and comfortable working cross-functionally in a fast-paced, evolving environment.

Compensation

In the spirit of pay transparency, we are excited to share the base salary range for this position is $115,100 - $172,700, exclusive of fringe benefits or potential bonuses. This position is also eligible for an annual corporate bonus of X