Senior Customer Success Manager

Parloa’s mission is to make every customer conversation feel effortless for both customers and the companies serving them. As agentic AI accelerates, Parloans are shaping the foundation of a new era in customer experience — one where customer support is no longer transactions, but meaningful exchanges. It is not just a vision; Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers, with companies like Booking.com, Allianz, SAP, BarmeniaGothaer and TUI already deploying Parloa at scale. About Parloa Parloa’s mission is to make every customer conversation feel effortless for both customers and the companies serving them. As agentic AI accelerates, Parloans are shaping the foundation of a new era in customer experience — one where customer support is no longer transactions, but meaningful exchanges. It is not just a vision; Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers, with companies like Booking.com, Allianz, SAP, BarmeniaGothaer and TUI already deploying Parloa at scale. About the role As a Sr Partner Delivery Success Manager at Parloa, you will own and scale strategic relationships with our global SI, consulting, and implementation partners, ensuring they are equipped to successfully deliver transformative AI and customer experience solutions for enterprise customers. This is a highly cross-functional role sitting at the intersection of partnerships, enterprise delivery, and AI transformation. You will act as the strategic advisor and operational lead for a portfolio of partners, helping them build scalable Parloa practices, drive successful customer outcomes, and expand their long-term impact within the Parloa ecosystem. You will work closely with Partner Managers, Account Executives, Solution Engineers, Customer Success, Professional Services, and Product teams while engaging directly with partner executives, delivery leaders, architects, and project teams. This is your opportunity to shape how enterprise partners adopt, scale, and operationalize agentic AI solutions while helping define and mature Partner Success at one of the fastest-growing AI companies in the world. Areas of ownership Own a portfolio of strategic Parloa partners, driving both partner maturity and successful customer delivery outcomes Build trusted relationships with partner executives, practice leads, delivery managers, architects, and customer stakeholders Act as a strategic advisor to partners on building and scaling their Parloa services practice, including delivery methodologies, organizational structure, certifications, and go-to-market motions Guide partners through complex enterprise AI and CX transformation programs, ensuring high-quality execution and measurable business impact Partner with Account Executives and Partner Managers to support strategic deals, validate delivery approaches, and align implementation strategies Monitor partner-led customer implementations, proactively identifying risks, managing escalations, and driving successful project outcomes Drive operational rigor across partner engagements, including governance structures, success metrics, delivery reviews, and executive business reviews Ensure close alignment between partners and internal Parloa teams including Customer Success, Professional Services, Product, and Solution Engineering Advocate for partners internally while maintaining accountability around delivery quality, certifications, customer outcomes, and operational standards Identify opportunities to expand successful partner initiatives across regions, business units, and enterprise accounts Support the evolution of Parloa’s Partner Success function by helping define scalable programs, processes, playbooks, and operational frameworks Stay current on Parloa’s platform capabilities, AI innovation, and enterprise CX transformation trends to guide partners effectively Represent Parloa’s leadership in agentic AI and enterprise customer experience transformation during partner and customer engagements What Success Looks Like You build trusted, strategic relationships with partner executives and delivery leaders, helping them successfully scale their Parloa practice and deliver measurable customer impact Partner-led enterprise implementations consistently launch successfully, with strong delivery quality, proactive risk management, and clear alignment across customers, partners, and internal teams You operate as the central point of coordination across Sales, Customer Success, Professional Services, and partners, driving accountability, operational clarity, and long-term value realization You identify and unlock growth opportunities by helping partners expand successful AI and CX initiatives across additional business units, regions, and enterprise use cases Who you are You bring 6+ years of experience in enterprise SaaS, consulting, partner management, customer success, professional services, or strategic delivery roles You have experience working with or alongside global systems integrators, consulting firms, implementation partners, or enterprise delivery organizations You have a proven track record of managing complex enterprise engagements and driving measurable customer outcomes through partners You have a strong background in Professional Services, Partner Success, enterprise consulting, or customer delivery organizations You understand enterprise delivery models, implementation methodologies (SAFe Agile, waterfall, etc.), project governance, and services organizations You are comfortable navigating highly cross-functional environments and aligning internal and external stakeholders around shared goals You have strong executive presence and can confidently communicate with partner leadership, customer executives, and technical teams alike You bring operational rigor, strong ownership, and attention to detail while thriving in fast-moving, ambiguous environments You are highly collaborative and proactive, with the ability to influence without direct authority You are comfortable balancing strategic relationship management with hands‑on execution and operational problem solving You have strong communication and presentation skills, including the ability to lead executive reviews and facilitate complex discussions You have exposure to AI, cloud, automation, data platforms, or enterprise technology ecosystems, and can connect technical capabilities to measurable business impact You understand AI, automation, enterprise software, or customer experience technologies and can translate technical concepts into strategic business value Nice to Have Experience working with conversational AI, CCaaS, enterprise automation, or customer experience platforms Experience supporting multi-region enterprise accounts and global delivery programs Familiarity with partner ecosystem models including sourced, influenced, and co-delivery motions Experience building or scaling partner programs, enablement frameworks, and delivery methodologies Our recruiting process Talent Acquisition → Hiring Manager → Technical Case Study & Stakeholder Interview(s) → Bar Raiser Why Parloa? We’re at the beginning of a new era in customer experience, one where AI doesn’t just respond, but understands, reasons, and takes action. We’re building agentic AI that enterprises trust with their most important customer moments: complex questions, high volumes, real stakes. When millions of people reach out to a brand, those interactions aren’t just support tickets; they’re defining experiences. We’re here to raise the standard: making every conversation seamless, intelligent, and genuinely helpful. If you care about shaping how businesses and customers connect at scale and want your work to matter in real, everyday moments, this is where you do it. At Parloa, ownership isn’t a buzzword; it means being accountable for outcomes, not just tasks. We operate in a category that’s evolving fast, where the bar is high, and the problems are complex. We hire people who think in solutions, communicate with clarity, and follow through. People who are comfortable making decisions, taking responsibility, and raising the standard for themselves and those around them. We’ve grown beyond the earliest startup phase, but we’ve kept the intensity: fast execution, direct feedback, and a strong expectation to contribute meaningfully from day one. Backed by leading global investors like General Catalyst, EQT Ventures, and Altimeter Capital, we’re scaling with a clear ambition: to become the global category leader in enterprise-grade conversational AI. Compensation for this role is structured as On-Target Earnings (OTE), consisting of a base salary and performance-based variable component, in addition to an equity package. Salary Range: $120,000 USD - $150,000 USD Parloa is committed to upholding the highest data protection standards for our clients' and employees' data. All our employees are instrumental in ensuring the utmost care, GDPR, and ISO compliance, including ISO 27001, in handling sensitive information. Parloa is an e-verify employer in the USA. Please click here to learn more. * We provide equal opportunities to all qualified applicants regardless race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background and other characteristics. #J-18808-Ljbffr