Partner Success Manager, Lead

About StellicWe’re building a future where every student can move through their education with clarity, confidence, and purpose. Our platform transforms the student experience, giving them the tools they need to make the right decisions about their degree plans, track their journey, and build an education and career path that’s truly worth it.Stellic is a fast-growing startup backed by leading social impact investors, partnering with top institutions like Cornell, Columbia, UVA, and Ohio State to support over 1 million students across 7 countries. As we scale to serve more universities worldwide, we remain deeply committed to this mission, driven by our values, and committed to building a high-performance team that’s here to make a lasting difference on both students’ lives and higher education.About the RoleAs Partner Success Lead, you’ll report to our Chief Customer Officer and oversee the team responsible for post-implementation partner success. You’ll lead efforts to deepen partner adoption, deliver institutional value, and drive measurable outcomes. This role combines strategic direction with tactical execution—building systems, managing performance, and rolling up your sleeves alongside your team to solve partner challenges and operational gaps.You’ll be accountable for team performance, partner success KPIs, and the operational rigor that ensures we’re driving the outcomes that matter: adoption, retention, and growth.What You’ll Work OnTeam Leadership & DevelopmentManage and develop a high-performing team of Partner Success Managers (PSMs)Set and manage clear performance expectations and individual growth pathsProvide coaching, feedback, and accountability to help the team succeedReinforce a partner-centric, solution-oriented culture grounded in ownership and executionKey Metrics: eNPS, employee retention, and partner NPSCustomer Success ExecutionEnsure partner adoption translates into measurable institutional outcomesMonitor and manage leading and lagging indicators of partner healthIdentify and mitigate risks early, and champion wins across the teamLead regular business reviews and value conversations with institutional stakeholdersKey Metrics: GRR and account healthOperational Excellence & KPI OwnershipBuild and optimize repeatable processes and playbooks across the partner journeyEstablish systems to track PSM activities against retention, expansion, and satisfaction goalsUse data to inform strategy, drive day-to-day prioritization, and coach performanceAlign the team’s work to key revenue and segmentation targets, and make sure we’re executing effectively across the entire portfolioKey Metrics: GRR, NPS, and OKR resultsCross-functional CollaborationPartner closely with Sales, Implementation, Product, and Support to ensure seamless customer transitions and ongoing alignmentLead business operations-focused conversations to assess progress on goals and health metricsSurface and synthesize partner feedback to inform internal improvements—not just product, but also process and deliverySupport renewal and expansion efforts with operational visibility and execution supportKey Metrics: partner health, OKR results, and NPSYou are a great fit for this role if you have the following skills and experiences:5–7+ years of experience in customer success, account management, or related roles in enterprise SaaS2+ years of experience directly managing CSMs or ICs, preferably in a high-growth environmentStrong operational mindset with experience owning KPIs tied to customer adoption, retention, and growthAbility to move between strategic direction and in-the-weeds executionExperience working cross-functionally to drive customer outcomesStrong communicator who builds trust with partners and internal teams alikeHigher education experience a plus, or demonstrated ability to ramp quickly on complex domainsWhy JoinBe part of a customer-centric team that is addressing the core issues in higher education via an expandable platform that is overwhelming loved by students and valued by administratorsThe opportunity to join at the ground level of a promising and developing organization, and build/lead a team critically responsible for its growthWork and learn from some of the most prominent thought leaders in higher education and SaaSBe part of a culture where ownership, new ideas, and creativity is celebratedGenerous stock options in a Series A stage startupFlexible, outcome-based cultureComprehensive health insurance, with Stellic covering 99% of your premium and 75% for dependents on our base plan401K and commuter benefitsAnnual international retreats in some of the most beautiful cities & townsCompensation: $130,000 - $175,000 base salary, plus equityStellic is an Equal Opportunity EmployerOur company values diversity and believes diverse teams make innovation possible. We encourage all qualified applicants from any race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or other characteristics to apply.Originally posted on Himalayas

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