Partner Customer Success Manager

Location: Europe,None,None

At Tempo, we’re on a mission to help teams build better, together. As creators of top-selling Atlassian Marketplace apps, we support more than 29,000 customers, including a third of the Fortune 500 companies, and collaborate with hundreds of Solutions Partners globally. Our solutions enable teams to focus and optimize around their highest priorities by orchestrating creation and delivery.

Since our inception in Iceland in 2009 with our popular time-tracking solution, we’ve expanded our product suite to include resource and capacity planning, project cost tracking, project and program management, and strategic roadmapping. In 2021, Tempo acquired Roadmunk, a roadmapping solution favored by product management teams, and ALM Works, creators of the Structure for Jira suite. In 2023, we further expanded our portfolio by acquiring LiquidPlanner’s capacity planning platform and Old Street Solutions (maker of Custom Charts).

We envision a world where everyone inside an organization works harmoniously on the most impactful opportunities aligned with their mission. Join us as we continuously innovate our award-winning products, create new solutions, and expand to new ecosystems. Are you ready to unlock the joy of building with us?

About The Job

As a Partner Customer Success Manager at Tempo, you will be responsible for managing both Channel Partner and direct Customer relationships. You will drive a best-in-class customer journey, from onboarding to renewal, for our largest clients, including Fortune 500 companies. You’ll play a pivotal role in empowering customers and partners to optimize their strategic portfolios, leveraging Tempo’s suite of applications across ecosystems.

What You'll Do - 

• Strategic Development: Drive the development and implementation of our Enterprise GTM Customer and Channel Partner strategy, including success plans, QBRs, cross-selling, and renewal forecasting.

• Value Engagement: Create value engagement frameworks by interpreting customer company/financial performance and other relevant data sources.

• Goal Alignment: Establish business objectives and goals with Channel Partners and direct Customers, building measurable success plans and setting communication cadences to deliver ROI and operational reviews.

• Innovative Communication: Develop innovative ways to share impactful data and insights with Customers/Partners, aligning with their success drivers through operational reviews and Strategic Business Reviews.

• Customer Engagement: Increase customer engagement across complex, global accounts by applying data insights, product knowledge, and industry expertise.

• Implementation Support: Support complex product implementations, ensuring alignment with customer objectives and success criteria, and driving user adoption at scale.

• Change Management: Act as a change agent for both internal systems/processes and external product/workflow management.

• Stakeholder Relationships: Cultivate key stakeholder relationships to drive advocacy and expansion within existing accounts.

• Customer Health: Evaluate customer health and propose holistic, multi-product solutions for different use cases.

• Customer Advocacy: Maintain high levels of customer engagement and satisfaction, leading to account reference-ability, advocacy, and loyalty.

• Voice of the Customer: Act as the “voice of the customer,” working with product management to translate business needs into product requirements and crafting new solutions.

• Issue Resolution: Collaborate with internal resources on escalation and resolution processes for critical customer issues.

• Cultural Strengthening: Contribute to strengthening the customer-centric culture at Tempo.

Who You Are - 

• Experience: 5+ years in B2B SaaS within Customer Success, Account Management, or Management Consulting.

• Leadership: Experience managing a $5M+ ARR book of business, with direct responsibility for customer churn, product utilization, renewals, and customer health.

• Enterprise Expertise: Managed enterprise RFPs for 1,000+ user accounts, working closely with direct sales and implementation teams.

• Global Account Management: Experience managing Channel Partner relationships and large global enterprise customers with 5