Sr. Manager, Partner Success
ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.
Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.
Game-changers, innovators, culture-lovers—and humankind.
We invite discovery and debate. We recognize key moments as milestones.
We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.
Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!
We’re building a new team at ConnectWise focused on what happens after a partner goes live—driving real product adoption, meaningful usage, and long‑term customer success. This group will sit at the center of our Digital Partner Success strategy, combining human expertise with data‑led insights to improve outcomes at scale. We’re hiring a Sr. Manager to build and lead this team from the ground up.
What You’ll Own
You’ll design, launch, and lead a new post–go‑live adoption function. Your work will focus on creating repeatable, measurable programs that help partners get value from the ConnectWise platform quickly and consistently.
You will:
- Build and manage a team of specialists focused on early‑lifecycle product adoption.
- Use data to assess partner health, identify usage gaps, flag early risk, and drive the right interventions.
- Develop frameworks, workflows, and playbooks the entire Digital segment can use.
- Work cross‑functionally with Product, Support, Sales, and the broader Partner Success org to ensure partners see value early and stay engaged.
- Oversee reporting, dashboards, and KPIs that track adoption performance and inform leadership decisions.
- Act as an escalation point to remove blockers and maintain momentum.
- Strengthen partner relationships by aligning on goals, understanding business challenges, and recommending solutions based on platform expertise.
What You Bring
You understand how to build and scale customer‑facing teams in a digital‑first model. You’re comfortable defining a new charter, setting clear expectations, and optimizing processes through data—not assumptions.
We’re looking for someone who has:
- Deep experience leading customer success or adoption teams.
- A track record of using data to diagnose issues, shape strategy, and measure impact.
- Strong operational thinking and comfort building new processes from scratch.
- Experience navigating complex customer environments and influencing executive‑level stakeholders.
- Ability to translate product usage, maturity indicators, and risk signals into action plans.
- Strong communication skills and the ability to train, coach, and develop a high‑performing team.
- Knowledge of SaaS metrics and the IT service provider market (preferred).
Why This Role Matters
This team will play a critical role in retention and expansion across our Digital segment. The Sr. Manager will define how we help partners adopt the platform early, realize value faster, and stay connected with us long term.
If you want to build something new, lead a strong team, and shape the future of scaled customer success at ConnectWise, this role gives you that opportunity.
Summary:The Sr. Manager of Partner Success is responsible for leading a team of entry level to experienced professionals focused on driving customer success, loyalty, and growth by delivering a best-in-class customer experience along with impactful outcomes. This role supports the Partner Success team in increasing the value, retention, partner satisfaction, and expansion of the organization’s footprint.
Job Description:
• Sets goals and objectives for team members for achievement of operational results
• Supervises support and/or professional level colleagues
• Ensures policies, practices, and procedures are understood and followed by direct reports, customers, and stakeholders
• Leads and prioritizes the daily activities of the team
• Manages, mentors, and coaches to develop a collaborative and dynamic team
• Coordinates cross-functional communication to align on initiatives and strategies to drive efficiency
• Develops a team with a passion for building deep expertise with regards to their customers and specialties, creating strong and trusting relationships with their assigned customer groups, and combining that trust and expertise to offer proactive advice and solutions that fuel customers' success
• Aligns at the leadership level of our high touch partners while building and maintaining strong relationships
• Trains and develops colleagues through reviews, formal training, conversations, and written communication
• Reviews existing processes and implements new processes to improve the efficiency of the Partner Success team
• Ensures that partners derive maximum value from their investment in the ConnectWise platform, utilizing all of their licenses, identifying new opportunities, and collaborating with other stakeholders to ensure adoption and a successful renewal
• Acts as an escalation point to drive resolution in a timely, proactive manner
• Monitors dashboards and reporting to ensure the team is meeting goals
• Builds and nurtures relationships across accounts to solidify our partnership and commitment to the partner
• Navigates customer organizational structures to identify and build relationships with executives and stakeholders
• Proposes solutions to partner problems based on the platform and deep understanding of the partners business
• Collaborates with cross-functional teams to help partners achieve their objectives
• Analyzes partner usage data, health indicators, maturity scores, renewal dates and growth opportunities, and translates this data into strategies for success
• Develops an understanding of typical business challenges faced by partners and maps how our products and services will help to address their needs
• Identifies risks to the partner that inhibit their stated business goals
• Helps create scalable playbooks and processes around partner interactions and profiles that can be used across the entire Partner Success team
• Establishes ways to facilitate cross-departmental communication, prioritization, and visibility for Partner Success requests and escalations
ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.
The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at talentacquisition@connectwise.com or 1-800-671-6898.