Partner Success Manager

Description

We are seeking a Partner Success Manager (PSM) to join our growing Partner Success team. This is a strategic, post-launch role focused on proactively managing the health and growth of a defined portfolio of high-value partners.

The PSM serves as the primary success lead after launch for partners that require ongoing proactive engagement. This role is responsible for helping partners maximize the value of NMI’s platform, improving long-term partner outcomes, and identifying opportunities for expansion.

The PSM works closely with Customer Account Managers (CAMs), while serving as the internal quarterback across Support, Product, Engineering, Partner Launch, and Solutions Engineering to ensure a consistent and high-quality partner experience.

This role is not the day-to-day support owner and is not a general support function. Instead, the PSM proactively manages partner health, coordinates internal resources, drives accountability on strategic issues, and helps surface opportunities to strengthen retention and growth.

What You’ll Do

Partner Ownership, Health & Growth

• Own the proactive post-launch success motion for a defined portfolio of strategic and high-value partners.
• Build strong relationships with key partner stakeholders and serve as the primary post-launch success lead for assigned accounts.
• Partner closely with Customer Account Managers (CAMs) to align on partner priorities.
• Monitor partner health across product utilization, support trends, and strategic risk indicators.
• Identify friction points and develop action plans to improve outcomes.
• Drive awareness and adoption of relevant NMI products, capabilities, enhancements, and best practices.
• Contribute to business reviews, partner success plans with data-driven insights and recommendations.
• Provide partner health and performance insights to support retention planning and renewal readiness.

Risk Management & Coordination

• Act as the internal quarterback for assigned partners, coordinating Support, Product, Engineering, Partner Launch, Solutions Engineering, and CAM resources to remove blockers and improve partner outcomes.
• Escalate and manage complex or high-priority partner issues through internal channels, ensuring accountability, communication, and follow-through.
• Partner with Support to monitor recurring issue patterns, identify root causes, and help drive resolution plans for strategic partners.
• Capture and communicate partner feedback, recurring pain points, and product gaps to internal stakeholders to improve the overall partner experience.

Expansion Support

• Identify signals for cross-sell, upsell, or re-solutioning opportunities based on partner performance, evolving business needs, and platform usage trends.
• Partner with CAM and Solutions Engineering when deeper solution design or strategic expansion support is needed.
• Use partner performance data and industry insights to help shape expansion opportunities and account planning.

What You Bring

• 3-5+ years of experience in Partner Success, Customer Success, Strategic Account Management, Technical Account Management, or a related post-sale role in FinTech, Payments, SaaS, or platform-based technology environments.
• Strong understanding of payment processing and partner ecosystems, including ISVs, ISOs, and acquiring relationships.
• Experience managing large, complex, multi-stakeholder partner relationships in a strategic and consultative capacity.
• Proven ability to drive product adoption, improve partner health, reduce risk, and s