Manager, Customer Success
Role Overview
Leads and develops a Partner Success team that works with N-able partners to increase time-to-value, product adoption, retention, and expansion.
Serves as a direct partner contact and escalation point while working cross-functionally to resolve issues and improve business processes.
Key Skills for This Role
Full Job Posting
Role overview
Leads and develops a Partner Success team that works with N-able partners to increase time-to-value, product adoption, retention, and expansion.
Serves as a direct partner contact and escalation point while working cross-functionally to resolve issues and improve business processes.
Workplace
- Hybrid role requiring eligible candidates to work onsite at N-able’s Ottawa Collaboration Hub.
What you’ll do
- Build and lead partner advocate teams; understand partner outcomes, technical environments, and business goals, and identify relevant product solutions.
- Drive retention, adoption, satisfaction, partner lifetime value, expansion, and new business growth.
- Coach the team, monitor performance and KPIs, and conduct performance and professional development management.
- Analyze user behavior and operational metrics to track adoption, predict churn risk, and guide partner campaigns and interventions.
- Manage partner lifecycle practices, escalations, and continuous improvement; support tools and processes that improve team effectiveness.
- Act as the Voice of the Customer and promote alignment across marketing, product, and sales.
- Oversee team operations, priorities, objectives, and processes that support long-term partner relationships.
What you’ll bring
- Experience hiring, developing, and leading a customer-facing team, including coaching, performance management, and succession management.
- Experience collaborating with renewals, sales, partner support, and product or engineering teams.
- Ability to execute in a partner-focused environment and advocate across a cross-functional organization.
- Deep understanding of value drivers in recurring revenue business models.
- Strong partner empathy, growth orientation, reasoning, and analytical skills.
About N-able
N-able describes its platform as combining AI-powered capabilities and flexible technology stacks to help customers manage, secure, and recover.
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