Sr. Indirect Channel Success Manager

POSITION OBJECTIVES

Establish and scale the Customer Success motion for the Indirect Channel. Enable reseller partners to successfully onboard, support, retain, and grow their customers. Improve partner engagement, capability, and long‑term loyalty. Serve as the voice of the channel internally to improve products, processes, systems, and partner programs. POSITION KPIs Partner onboarding completion and readiness Indirect channel customer onboarding completion and readiness Development & implementation of channel success processes and playbooks Reseller satisfaction

POSITION SUMMARY

The Sr. Indirect Channel Customer Success Manager is responsible for enabling reseller partners to successfully sell, deploy, support, retain, and grow customers utilizing our solutions. This role serves as the primary advocate for partner success, helping establish the operating model, processes, tools, and engagement strategies required to scale the indirect channel. As both a strategic advisor and program builder, the Channel CSM develops deep relationships with reseller stakeholders, understands their business objectives and operational needs, and equips them to deliver exceptional customer outcomes. Internally, the Channel CSM represents the voice of the partner ecosystem and collaborates cross‑functionally to improve partner experiences, drive channel growth, and influence channel strategy.

DUTIES AND RESPONSIBILITIES

Partner Success & Relationship Management Serve as the primary post‑sale relationship owner for reseller partners. Develop a deep understanding of each partner’s business model, growth strategy, operational structure, and customer base. Establish recurring business reviews and success planning processes with partner stakeholders. Monitor partner health and engagement to identify risks and growth opportunities. Design and implement onboarding, training, and enablement programs for reseller partners. Create scalable playbooks, best practices, and success resources that enable partners to independently support customers. Ensure partners understand product capabilities, deployment processes, support models, and customer success methodologies. Identify capability gaps and develop plans to improve partner effectiveness. Growth & Expansion Identify opportunities for increased partner engagement, adoption, and revenue growth. Collaborate with Sales and Channel teams to support expansion opportunities within partner‑managed accounts. Help partners develop strategies to improve customer retention and drive solution utilization. Program Development Establish and continuously improve the Customer Success framework for the indirect channel. Define partner health metrics, engagement standards, governance models, and success motions. Document processes and lessons learned to support future channel scaling. Internal Advocacy Represent the voice of reseller partners within Product, Marketing, Support, Deployment, and Sales. Surface recurring partner feedback and recommend improvements to products, systems, and partner programs. Collaborate cross‑functionally to remove barriers that impact partner or end‑customer success. Other duties as assigned

REQUIRED SKILLS

Hard Skills Experience in Customer Success, Channel Management, Partner Success, Account Management, or consultative B2B technology roles. Ability to build and scale programs, processes, and operating models in emerging business areas. Strong understanding of indirect sales channels, partner ecosystems, or reseller business models. Experience designing enablement, onboarding, and training programs. Ability to influence without direct authority across partner organizations and internal teams. Familiarity with value realization frameworks and demonstrating business outcomes. Soft Skills I + C - Excellent communication, presentation, and influence skills across customer and internal audiences. A - Growth mindset. A - Humility and openness to feedback. R - Highly organized, self‑motivated, proactive, and accountable. #J-18808-Ljbffr MICHELIN Connected Fleet