Partner Success Lead

Overview

The Partner Success Lead owns delivery outcomes for a book of in-flight customer engagements with managed partners. You ensure partner work completes on scope, customer Claude usage grows, and at-risk engagements are diagnosed and unblocked to drive repeat partner engagement.

What you'll do

• Own each customer engagement from partner match through completed outcome.
• Track weekly engagement status including scope, timeline, blockers, and Claude usage trends.
• Run weekly delivery reviews and raise stalled/at-risk engagements with diagnosis, owner, and specific asks.
• Unblock engagements by routing partner capacity, scope creep, customer readiness, and product questions to the right internal teams and following through to resolution.
• Track delivery quality and customer consumption using metrics like on-time completion and weekly active use.
• Build and scale partner Claude practices through repeatable offerings and published customer stories.
• Present and persuade in executive briefings, enablement sessions, and internal reviews.

What you'll need

• Experience owning a high-volume book of concurrent customer engagements/projects/accounts (roughly 10 to 30) to completed outcomes.
• Ability to build programmatic structure, clarity, and motions out of in-flight work while delivering engagement-by-engagement.
• A track record of outcomes tied to customer behavior (e.g., on-time delivery, adoption, retention, consumption, expansion) and an operating rhythm you built.
• Delivery quality judgment to assess plans/scope for timely completion and usage outcomes.
• Escalation and unblocking judgment across partner, customer, direct sales, customer success, and product.
• Deep understanding of customer success in a usage-based business and ability to read consumption trends.
• Daily active use of Claude or another large language model as part of how you work (e.g., preparing reviews, drafting account plans, analyzing your book).

Details

• Work mode: location-based hybrid policy; expected to be in an office at least 25% of the time.
• Location: North America partner engagements.