Description:
The Partner Customer Success Manager (PCSM) will work with key strategic partners to enable, mentor, and scale best‑in‑class customer success for Flexera solutions. This role builds the partner capability to help end customers realize measurable value and ensures early risk signals are identified and acted upon across the customer lifecycle. The PCSM designs a partner learning pathway, tracks certification progress, and provides hands‑on guidance to drive adoption of Flexera’s best‑practice success framework in the channel. The role will need local and international travel to meet with partners as/where required. Where this role adds value:
- Value Realization & Risk Management: Establish partner success plans for customer success. Coach on outcome‑driven engagements, and operationalize early‑warning signals so partners can intervene before risk becomes churn.
- Renewal Support: Building and tracking a 12-month rolling plan for key renewals to increase retention rates and expansion possibility.
- Partner Enablement Program: Design a role‑based partner learning pathway; curate content, and drive certification through the Learning Center and Partner Hub.
- Governance & Workshops: Host interactive workshops, QBRs/PBRs, and governance forums to standardize partner motions and raise the bar on customer experience.
Responsibilities:
- Working alongside stakeholders from the Alliances and Enablement organisation, design & launch a partner Customer Success learning pathway, mapping competencies by role and aligning to certification standards; maintain curricula in the Flexera Learning Center and Partner Hub.
- Track certifications and capabilities across partner teams; create dashboards and cadence for certification coverage and tracking.
- Operationalize best practices for value realization: success planning, adoption plays, outcome verification, and regular executive reviews; coach partners to run customer outcome workshops confidently.
- Risk signal management: Define standardized health metrics, usage signals, and qualitative risk indicators; build playbooks for early intervention and escalation paths with Alliances and Customer Success.
- Partner governance: Run QBR/PBR cycles, track actions, and ensure partners meet program quality bars; facilitate bi‑directional feedback to Flexera product, support, and success functions.
- Enablement delivery: Create and deliver workshops (in‑person/virtual), and office hours, to proactively guide partners on Flexera Customer Success best practices.
- Cross‑functional coordination: Collaborate with Alliances, Sales, Support, Solutions Enablement, and CS leadership to align partner motions with GTM teams.
- As part of building and tracking a 12-month rolling plan for key renewals, assist partners with the identification of expansion opportunities (upsell and cross-sell) for Sales to develop.
Qualifications and Experience:
- Channel fluency: Solid experience with SI/MSP/VAR ecosystems and how partner motions deliver customer outcomes.
- Customer success craft: Success planning, QBR/EBR facilitation, value realization, risk detection, and playbook execution.
- Consultative leadership: Trusted‑advisor communication from technical to executive levels; strong program management and stakeholder alignment.
- Proactive, self‑starter: Bias to action, ownership of outcomes, and comfort operating in a build‑and‑scale environment.
- Previous experience in IT Asset Management (ITAM), Software Asset Management (SAM), FinOps or SaaS Management would be highly desirable.