Partner Success Manager

About Us

Pia

is a true IT service desk intelligent automation platform that integrates with existing IT service management tools to accelerate ticket resolution, improve service outcomes, and reduce costs for managed services providers (MSPs).

Created by one of Australia’s largest and most respected MSPs, Pia launched into the market in 2022 and has grown exponentially, expanding from Australia into the US, UK, Canada, and New Zealand.

With a global technology patent, over 100 integrations and automations, and having won multiple innovation awards with our AI-first approach to improving operational efficiency, Pia is just getting started.

About the role

The Partner Success Manager (PSM) plays a critical role in driving partner satisfaction, product adoption, and revenue growth across their assigned portfolio of partners. Success in this role is measured by partner retention, expansion of partner spend, and overall partner health — all of which contribute to Net Revenue Retention (NRR).

Objectives of the role

• Collaborate with managers/teams, Partner Integration in the development of delivery plans and milestones.
• Set strategic goals for partner onboarding and efficiency to measure increased productivity.
• Analyse current operational processes and performance, recommending solutions for improvement where necessary.

Position outcomes

• Partners are satisfied because they have a trusted point of contact – someone who is responsive to their needs, and friendly to talk to.
• Partner businesses, functions and priorities are understood, documented, and communicated with the service delivery team.
• Partner service agreement and deliverables are monitored and maintained for profitability.
• Ensure high Partner satisfaction levels are maintained and plans are put in place to remediate where required.
• Work with the stakeholders in your portfolio of Partners, and deeply understand their strategy, goals, and plans.
• Roadblocks are identified and proactively dealt with in a timely manner.
• Track Partner goals and progress to help facilitate their ROI.
• Improved financial performance due to faster identification of opportunities in line with KPI’s.
• The MS team is more motivated because they have a friendly, helpful person keeping them up to date with their Partners.
• Be the voice of the Partner when engaging with internal teams
• Pro-active Partner engagement and communication spearhead for company correspondence.
• Conversion of expired/redundant Partner support contracts to current PIA product offering.
• Be a product evangelist to your Partner portfolio, educating them on new PIA product roadmap.

Position Responsibilities

Partner Onboarding \& Adoption

• Develop and execute customized partner onboarding plans to drive rapid time-to-value.
• Establish clear utilization goals for each partner and track adoption milestones.
• Proactively identify low adoption risks and implement corrective actions.

Revenue Expansion \& Upsells

• Identify opportunities to transition partners from usage-based plans to unlimited plans.
• Proactively recommend additional automations, integrations, and capabilities to increase partner reliance and spend.
• Collaborate with sales teams on expansion and upsell strategies, ensuring smooth handoffs and clear value propositions.

Retention \& Renewals

• Own the renewal process for all assigned partners, ensuring renewals happen on time and at favorable terms.
• Track and improve Net Revenue Retention (NRR) across your partner book.
• Identify early warning signs of potential churn and execute mitigation plans.

Internal Advocacy \& Collaboration

• Be the internal voice of the partner, ensuring product feedback and partner needs are relayed to Product, Sales, and Operations teams.
• Collaborate with the Partner Integration and Support teams to resolve technical issues that could block adoption or renewal.
• Contribute to the ongoing development of Partner Success playbooks and best practices.

Success Metrics

• Quarterly Net ARR Growth across managed accounts (combination of renewals, upsells, and increased usage).
• Partner Health Scores (tracked via CS platform or health scoring system).
• Adoption Milestones Achieved (time-to-value, active features used, automation % adoption).
• Renewal Rates and On-Time Renewals.
• Upsell Pipeline Contribution (identification of opportunities).
• Partner Satisfaction (CSAT/NPS).

Position Competencies

• Displays a reasonable knowledge and understanding of a professional office environment.
• Demonstrated a genuine interest in business.
• Displays each of the following attributes - excellent work ethic / dedication / punctual / initiative /personality / pro-active / attention to detail / organized / self-motivated.
• Confident enough to develop Partner relationships and build rapport with staff, business partners and Partners.
• Experience in a Partner-focused IT technical support role.
• Experience with an MSP preferred.
• Excellent communication skills, both written and verbal, being able to interact with end-users effectively.
• Demonstrated high level of customer service and customer advocacy skills and proven ability to build strong relationships with a range of Partners.
• Ability to work independently, yet part of a collaborative team.
• Strong organizational and time management skills.
• Ability to prioritize and multitask in a fast-paced environment.
• Promote a culture of quality customer service in the organization.

Required skills and qualifications

• Proven experience in Partner Success, Account Management, or Customer Success in a SaaS or technology environment.
• Experience working with MSPs strongly preferred.
• Track record of driving account growth (upsells) and renewals.
• Excellent relationship-building, consultative selling, and negotiation skills.
• Strong organizational skills with experience managing a portfolio of partners/accounts.
• Familiarity with ITSM platforms (ConnectWise, Kaseya) is a plus.
• Comfortable using CRM and CS platforms to manage partner data and track account health.

Why join us?

• Lead a high-impact marketing function, directly contributing to business growth and sales success.
• Work closely with executive leadership and drive strategic marketing execution.
• Opportunity to shape brand positioning and market engagement in a dynamic industry.
• Competitive salary, benefits, and professional growth opportunities.

If you are a strategic, hands-on leader with a passion for brand, sales enablement, and marketing execution, we’d love to hear from you!

Please note that successful applicants will be required to undergo a reference and background check prior to being onboarded with the business.