Customer Success Partner I

 

Your Impact

As a Customer Success Partner, you will serve as a critical layer of direct support to our Customer Success Managers, ensuring they can focus on driving strategic partnerships while you provide the operational backbone. You’ll organize cross-functional programs and activities, conduct in-depth contract research, manage internal workflows, and drive timely resolution for customer questions and concerns.This role is central to enabling our CSMs to deliver value: you’ll quarterback complex issues across teams, ensure smooth handoffs during onboarding and adoption, and maintain visibility into contract, account, and program details. To be successful, you’ll bring strong program management skills, customer-first focus, and the ability to operate confidently in fast-moving, cross-functional environments.

What You’ll Do

Location: Hub Location Scottsdale, AZ, Seattle, WA, Reports To: Sr. Manager, Customer Success Travel: N/ACustomer & CSM Support

• Act as a critical support partner to CSMs, ensuring they have the information and tools to manage accounts effectively.
• Be the subject matter expert for contract knowledge across the organization, assisting with research and clarifications.
• Track customer adoption, usage, and training outcomes, providing data and insights that enable CSMs to demonstrate value.
• Support QBRs and business reviews by preparing impact metrics and account summaries.

Program & Project Management

• Manage small to medium-sized cross-functional programs/projects in direct support of Customer Success.
• Own a queue of incoming issues ranging from invoice discrepancies to deployment modifications, resolving or routing efficiently.
• Manage execution of customer equipment warranty programs and refresh cycles, ensuring timelines and commitments are met.
• Support CSMs and customers with Return Merchandise Authorization (RMA) cases, coordinating resolution across internal teams.
• Develop internal process documentation and recommend improvements to streamline operations.
• Produce accurate, timely reporting on project/program status and customer progress.

Onboarding & Adoption Enablement

• Support onboarding by ensuring delivery scope, timelines, and customer expectations are clearly documented.
• Assist with rollout planning for new cohorts, training sessions, or product launches.
• Partner with marketing and training teams to help coordinate webinars, calls, and educational resources.

Issue Escalation & Risk Management

• Act as an internal customer advocate and quarterback for escalations, coordinating with Support, Professional Services, Legal, or Product as needed.
• Resolve customer order-related issues by quarterbacking across cross-functional stakeholders (e.g., Sales Ops, Finance, Fulfillment) to ensure timely outcomes.
• Act as a liaison for customers on Commercial Operations and Finance-related needs, ensuring inquiries are routed and resolved effectively.
• Flag early signs of customer dissatisfaction or risks, ensuring proactive follow-up with CSMs.

Voice of the Customer (VoC) & Internal Alignment

• Funnel customer insights to CSMs, Product, and cross-functional stakeholders.
• Act as a liaison between Sales, Professional Services, Support, and Customer Success to ensure alignment.
• Provide recommendations and best practices that help CSMs and customers achieve their goals.

What You Bring

• Bachelor’s degree or equivalent work experience.
• 5+ years of customer-facing experience, preferably supporting Enterprise-level customers.
• Proven program/project management skills, with the ability to juggle multiple requests, issues, and priorities.
• Strong contract/account research background and ability to distill insights for CSMs.
• Exceptional organizational, presentation, and communication skills, both written and verbal.
• Ability to take initiative, work independently, and proactively support others.
• Demonstrated resilience and adaptability in high-stress situations.
• Team-oriented, responsible, and focused on exceeding customer expectations.
• A natural collaborator willing to coach, share knowledge, and continuously improve processes.
• Experience working cross-functionally with Product, Sales, Success Operations, and Enablement teams.
• Self-motivated, team-oriented, responsible, and focused on exceeding customer expectations.
• Demonstrated ability to deal with change and excel in high-growth situations.
• Familiarity with Salesforce, Gainsight, Slack, and Quip (preferred).

 

Benefits that Benefit You

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs
• Employee Resource Groups (ERGs)
• And yes, we have snacks in our offices

Benefits listed herein may vary depending on the nature of your employment and the location where you work.