Job Summary
As a Partner Success Manager (PSM) on SoftwareOne’s Cloud Desk team, you will own the full partner journey for a portfolio of top-tier strategic channel partners, guiding them from initial onboarding through ongoing engagement, renewals, and expansion. Unlike a traditional customer-facing CSM, a PSM works business-to-business with partners – enabling them to deliver success to their own end customers, rather than directly managing end-user accounts. You will be the face of SoftwareOne’s business to our partners, championing a best-in-class partner experience that is consultative, responsive, and always one step ahead. You will work hand-in-hand with partners’ teams (from executives to operational staff) to ensure they are operationally ready, benefiting fully from multi-cloud programs, and realizing continuing value from SoftwareOne’s Cloud solutions. You will also be accountable for key commercial outcomes – driving high partner retention (renewals) and growth (expansion) – while working in close partnership with Channel Sales and Alliances teams (matrix model) to support shared revenue goals. If you thrive at the intersection of channel management, partner enablement, and revenue growth – and want to help our partners succeed across Azure, AWS, Google Cloud, and other platforms – this role was made for you.
Note: SoftwareOne is an AI-forward company. We actively use AI across our business to improve productivity, decision-making, and outcomes, and we are intentional about hiring people who are curious, hands-on, and eager to leverage AI as technology evolves.
Role & Responsibilities
- Own Full Partner Lifecycle: Manage the end-to-end journey for strategic partners – from initial onboarding and enablement to ongoing engagement, renewals, and expansion.
- Ongoing Engagement & Partnership Management: Act as the primary point of contact for your partners – serving as a trusted advisor on their journey. Build strong, trust-based relationships with partner stakeholders at all levels (from leadership to operations), and maintain regular touchpoints through business reviews, strategy sessions, and performance check-ins to keep partners on track for success.
- Hyperscaler Program Alignment: Guide partners in navigating and aligning with hyperscaler partner programs (Microsoft, AWS, Google) so they leverage available incentives, stay compliant with program requirements, and maximize their benefits (rebates, support credits, etc.).
- Serve as the partners’ advocate inside SoftwareOne for program-related needs or escalations.
- Renewals & Expansion Ownership: Drive high partner retention and growth by engaging partners in renewal readiness well ahead of contract expirations, and by identifying expansion and cross-sell opportunities (e.g. adding new cloud services or vendors) through data-driven insights. Lead the renewal process for partner contracts, coordinating with Channel Account Executives to ensure partners renew on time and to secure incremental upsell/cross-sell deals where appropriate.
- Business Reviews & Success Planning: Participate in regular QBRs (Quarterly Business Reviews) or success plan sessions with partners to review performance metrics (revenue, consumption, new end-customer acquisition, etc.), discuss pipeline and upcoming renewals, and refine joint business plans for growth.
- Cross-Functional Collaboration: Work closely with internal teams – including Channel Sales Managers, Partner Development Managers (PDMs), Cloud Architects, Licensing Specialists, Sales Operations, Finance, and Cloud Support teams – to deliver a seamless partner experience.
- Issue Resolution & Advocacy: Monitor partner health and satisfaction; proactively address concerns and troubleshoot issues the partner encounters (e.g. escalations with transactions or support cases). Manage escalations with empathy and urgency, coordinating internal resources (Cloud Desk support, product teams, etc.) to resolve problems and protect partner trust and loyalty.
- Continuous Improvement & Feedback: Champion ongoing improvement by collecting partner feedback on SoftwareOne’s processes, tools, and programs.
- 5% for potential occasional travel to visit customers or internal meetings.
What you offer
- Demonstrated experience using AI in a practical, applied way — such as improving workflows, automating tasks, enabling better decision‑making, or increasing impact in prior roles. This does not require deep technical or engineering expertise in AI; we value applied use, experimenting, and a mindset of curiosity and continuous learning.
- Bachelor’s degree preferred, equivalent experience acceptable
- 1-2+ years in a Customer Success, Sales Operations, Inside Sales or similar role; preference will be given to candidates with a background in operational licensing or services
- Understanding the processes of quote and order management, onboarding a client and after sales.
- Experienced in Working in a Matrix Organization
- Experience working with customers; building and maintaining relationships
- Good presentation, communication, organization, multitasking, project and time management skills.
- Problem solving, critical thinking and consultative skills required.
- Ability to research multiple sources to find data
The preceding job profile has been designed to indicate the general nature and level of work performed by associates within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required. Additional duties may be assigned and may be subject to change at any time due to reasonable accommodation or other reasons.
Success Criteria
- Time-to-First-Transaction: Accelerate partner activation
- Attaining high CSAT scores
- Onboarding & Enablement Milestones
- Seamless Handoffs & Low Escalations
Organizational Alignment
- This role reports to the Cloud Desk Leader
- Partner closely with Sales, Presales, Channel, Solution Sales, and Services to support deal execution and co‑sell motions
What we offer
- Generous pay with bonus structure (quarterly or bi-annual depending on the role)
- Independent environment without a lot of red tape where you are empowered to make decisions
- Substantial benefits package that includes:
- Full suite of medical coverage with A+ carriers, Dental, and Vision with strong employer contributions plus additional voluntary coverage available for Pets, Identity Theft Protection, Accident & Critical Illness
- 401k program with employer matching 50% up to the first 10% of employee’s contributions
- Wellness plan that includes credits to premiums and employer contributions towards the savings plan of your choice
- Access to EAP and concierge services plus pre-paid legal at no cost
- Abundant time off that includes paid holidays, floating holidays, your birthday off, a volunteer day, and discretionary time off (DTO)
- Employee stock purchase plan
- Learning and development opportunities galore, tuition reimbursement, and much more!
- Specific to Nashville and Milwaukee-based office employees: company-paid parking
- Winning culture, inclusive environment, and friendly people all over the world
- A remote-friendly organization, with colleagues working remotely either part or full-time
Target compensation for this role will be $70k - $85K USD(mix of base salary and bonus). Actual offers may be higher or lower than this range and will be determined based on a variety of factors, including (but not limited to) candidates’ qualifications, experience, education, and work location.
We are not able to consider candidates residing in the state of Hawaii currently.
Pay: $70,000.00 - $85,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Retirement plan
- Tuition reimbursement
Experience:
- Customer Success Management: 1 year (Required)
Work Location: Remote
