Customer Success Manager, Lead

Partner Success Lead

As Partner Success Lead, you'll report to our Chief Customer Officer and oversee the team responsible for post-implementation partner success. You'll lead efforts to deepen partner adoption, deliver institutional value, and drive measurable outcomes. This role combines strategic direction with tactical executionbuilding systems, managing performance, and rolling up your sleeves alongside your team to solve partner challenges and operational gaps.

You'll be accountable for team performance, partner success KPIs, and the operational rigor that ensures we're driving the outcomes that matter : adoption, retention, and growth.

Team Leadership & Development

Manage and develop a high-performing team of Partner Success Managers (PSMs)

Set and manage clear performance expectations and individual growth paths

Provide coaching, feedback, and accountability to help the team succeed

Reinforce a partner-centric, solution-oriented culture grounded in ownership and execution

Key Metrics : eNPS, employee retention, and partner NPS

Customer Success Execution

Ensure partner adoption translates into measurable institutional outcomes

Monitor and manage leading and lagging indicators of partner health

Identify and mitigate risks early, and champion wins across the team

Lead regular business reviews and value conversations with institutional stakeholders

Key Metrics : GRR and account health

Operational Excellence & KPI Ownership

Build and optimize repeatable processes and playbooks across the partner journey

Establish systems to track PSM activities against retention, expansion, and satisfaction goals

Use data to inform strategy, drive day-to-day prioritization, and coach performance

Align the team's work to key revenue and segmentation targets, and make sure we're executing effectively across the entire portfolio

Key Metrics : GRR, NPS, and OKR results

Cross-functional Collaboration

Partner closely with Sales, Implementation, Product, and Support to ensure seamless customer transitions and ongoing alignment

Lead business operations-focused conversations to assess progress on goals and health metrics

Surface and synthesize partner feedback to inform internal improvementsnot just product, but also process and delivery

Support renewal and expansion efforts with operational visibility and execution support

Key Metrics : partner health, OKR results, and NPS

Who You Are

57+ years of experience in customer success, account management, or related roles in enterprise SaaS

2+ years of experience directly managing CSMs or ICs, preferably in a high-growth environment

Strong operational mindset with experience owning KPIs tied to customer adoption, retention, and growth

Ability to move between strategic direction and in-the-weeds execution

Experience working cross-functionally to drive customer outcomes

Strong communicator who builds trust with partners and internal teams alike

Higher education experience a plus, or demonstrated ability to ramp quickly on complex domains

Why Join Stellic?

Shape the future of an impact-driven company at the forefront of higher education transformation

Work closely with an ambitious, mission driven leadership team

Own and scale the recruiting engine of a high growth company

Competitive salary, equity, and a culture of excellence, speed, and ownership.

Work and learn from some of the most prominent thought leaders in higher education and SaaS

Generous stock options in a Series A stage startup

Flexible, outcome-based culture

Comprehensive health insurance, with Stellic covering 99% of your premium and 75% for dependents on our base plan

401K and commuter benefits

Annual international retreats in some of the most beautiful cities & towns

Compensation

$130,000 - $175,000 base salary, plus equity