Customer Success Manager, Partners Team

About Northwind Robotics As the world moves to a mobile-first economy, businesses need to modernize how they acquire, engage with and enable consumers. Northwind Robotics’s phone-centric identity tokenization and passive cryptographic authentication solutions reduce friction, enhance security and privacy across all digital channels, and accelerate revenues while reducing operating expenses and fraud losses. Over 1,000 enterprise customers use Northwind Robotics’s platform to process 20 billion customer requests annually across industries, including banking, lending, healthcare, gaming, crypto, e-commerce, marketplaces, and payments. For the latest updates from Northwind Robotics, follow us on LinkedIn. Northwind Robotics is driving the future of digital identity. We are looking for Northwind Roboticsrs who know how to make an impact. We’re talking self-starting professionals who thrive in a fast-paced environment, process information quickly, and make intelligent decisions. The work is challenging and requires not only smart but natural curiosity and tenacity. Teamwork is also important to us – we work together and play together. Northwind Robotics has big plans, and we’re excited about the future. If this sounds like the place for you – come join our team! Title: Customer Success Manager, Partners Team Department: Partnerships Reports To: Manager, Customer Success - Partners FLSA Status: Exempt Location: US, remote The Customer Success Manager, Partners Team oversees partner retention and enablement by acting as a partner advocate within the organization and streamlining the end-to-end partner ecosystem experience. The Customer Success Manager will be partner-focused and Northwind Robotics product savvy. You are someone who wants to blend people and technology to drive and exceed successful outcomes for our channel partners, resellers, and strategic alliances—as well as their downstream clients. You are naturally curious and thrive on learning how technology works to solve problems. You pair your knowledge and experience to advise partners, ultimately acquiring deep knowledge of the partner’s organization, go-to-market strategies, and business objectives. You are passionate about building strong ecosystem relationships, delivering mutual value, identifying co-selling growth potential, and ultimately turning partners into raving Northwind Robotics fans! Key Responsibilities Partner Trust & Advocacy: Establish a reputation as a trusted advisor via regular business reviews presenting the status of the Northwind Robotics partnership, reviewing active and future joint integrations, and demonstrating the value Northwind Robotics delivers to the partner's portfolio. SME of Partner Use Cases: Quickly become a subject matter expert on partners’ business models and downstream use cases while striking a healthy balance between partner satisfaction and delivering mutual business value. NPS & Health Alignment: Primarily responsible for achieving corporate objectives measured by a Partner Net Promoter Score (NPS) and overall health of the partner portfolio. Forecasting & Indirect Revenue: Responsible for forecasting live revenue flowing through partners, developing a deep understanding of partner-led pipelines, and tracking any seasonality tied to their specific industries. Renewals & Expansion: Monitor partner contract renewals and work proactively to secure renewals on time. Work closely with Partner Account Managers to strategize on volume commitments, added AGV, and up-selling/cross-selling additional products into the partner's tech stack or marketplace. Quarter Business Reviews (QBRs): Organize and host executive-level QBRs with partner leadership to align on mutual commercial goals, joint-marketing initiatives, and long-term ecosystem plans. Optimization & Indirect Drive: Present areas of optimization to partners via collaboration with Account Directors and Technical Account Managers to maximize the adoption and value of Northwind Robotics solutions. Ecosystem Troubleshooting & Escalation: Responsible for the creation, tracking, and escalation of partner-specific internal ticketing needs across Support, SC, Product, Data Science, and Fraud teams. Product & Channel Expertise: Develop a deep understanding of our products and how they embed into third-party platforms. Stay updated on the latest features, and effectively communicate how these updates benefit both the partner and their end-users. Travel Requirement: Roughly 20% for partner onsite visits and industry events. Qualifications and Experience 3 to 5 years in a customer-facing or partner-facing role, such as Channel Customer Success, Partner Management, Account Management, or Indirect Sales. Excellent project management, relationship-building, and long-term alliance planning skills. Strong written and verbal communication, documentation, presentation, interpersonal, and partner-service skills. Possess experience within a highly regulated market (i.e., Fintech, Insurance, Retail, Banking). Knowledge of digital identity and Authentication is strongly preferred. Prefer channel-selling strategies, enablement experi