Customer Success Manager, Lead

The Role

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 execution—building 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.

What You'll Do

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 improvements—not 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

• 5–7+ 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