Partner Success Manager (PSM)

About the Role

The Partner Success Manager (PSM) is responsible for protecting and retaining recurring revenue across the partner channel ecosystem, ensuring high partner health, successful renewals, and long-term value realization.

This role is primarily focused on renewals (90% partner renewals / 10% customer renewals in 2026) and acts as the quarterback of the renewal process, leading structured execution across the renewal lifecycle.

The PSM operates as a retention and adoption-focused partner to the business, working closely with Channel Account Managers (CAMs) and Partner Enablement Managers (PEMs) to ensure clarity of ownership and disciplined execution. The role is operationally rigorous and data-driven, with a strong emphasis on forecasting, governance, and risk mitigation.

Renewal Ownership & Revenue Protection
Own the end-to-end renewal process for partner-managed recurring revenue (base ARR), ensuring high retention and predictable outcomes.

• Lead renewal orchestration and execution, including 120-day pre-renewal planning cycles
• Build and maintain accurate renewal forecasts and risk visibility
• Ensure on-time renewal completion and revenue protection
• Manage self-provisioning partner book of business
• Drive structured renewal governance and accountability across stakeholders

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Partner Health & Risk Management
Establish proactive partner health management to identify and mitigate churn risk.

• Define and operationalize partner health scoring frameworks
• Monitor adoption, usage, and value realization signals
• Identify early indicators of risk and execute mitigation strategies
• Lead QBR cadence and governance processes to maintain partner alignment

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Partner Engagement & Value Realization
Act as a trusted advisor to partners, ensuring they achieve measurable value from Smarsh solutions.

• Drive adoption strategies and success plans aligned to partner outcomes
• Support legacy agreement transitions and contract normalization
• Lead escalation management and coordinate internal resources to resolve issues
• Ensure consistent engagement across the partner lifecycle, particularly approaching renewal

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Cross-Functional Alignment
Operate as a central coordination point across Channel functions.

• Partner with Channel Account Managers on expansion signals, pricing alignment, and commercial strategy
• Collaborate with Partner Enablement Manager to ensure enablement readiness and product adoption
• Engage Channel Account Manager when expansion opportunities, pricing changes, or competitive risks arise
• Maintain clear role boundaries to support the broader channel operating model

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Role Scope & Boundaries

Owns:

• Renewal orchestration and forecasting (base ARR)
• Partner health, risk identification, and retention strategy
• Governance processes and QBR coordination
• Adoption and value realization

Does Not Own:

• Net new partner acquisition
• Expansion quota or pipeline generation
• Heavy commercial negotiation
• Partner onboarding or training delivery

This role is focused on revenue protection, not revenue creation.

Retention & Operational Excellence

• Proven experience managing renewals, retention, and recurring revenue models
• Strong forecasting discipline with the ability to manage risk and ambiguity
• Structured operator with a process-driven mindset

Partner & Customer Success Leadership

• Experience working within partner channel ecosystems
• Ability to build trust and influence partner stakeholders at multiple levels
• Strong focus on value realization and adoption strategy

Cross-Functional Collaboration

• Experience working in matrixed environments across Sales, Operations, and Enablement
• Ability to navigate role boundaries and drive aligned execution
• Strong communication and stakeholder management skills

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Qualifications

• 5-10 years in Customer Success, Partner Success, Account Management, or similar roles
• Experience in SaaS or recurring revenue environments
• Strong understanding of renewal processes, forecasting, and retention strategies
• Experience with CRM platforms (e.g., Salesforce) and data-driven decision making
• Analytical, structured, and execution-focused