Partner Success Manager

Job Summary

As a Partner Success Manager (PSM) on SoftwareOne’s Cloud Desk team, you will own the full partner journey for a portfolio of top-tier strategic channel partners, guiding them from initial onboarding through ongoing engagement, renewals, and expansion. Unlike a traditional customer-facing CSM, a PSM works business-to-business with partners – enabling them to deliver success to their own end customers, rather than directly managing end-user accounts. You will be the face of SoftwareOne’s business to our partners, championing a best-in-class partner experience that is consultative, responsive, and always one step ahead. You will work hand-in-hand with partners’ teams (from executives to operational staff) to ensure they are operationally ready, benefiting fully from multi-cloud programs, and realizing continuing value from SoftwareOne’s Cloud solutions. You will also be accountable for key commercial outcomes – driving high partner retention (renewals) and growth (expansion) – while working in close partnership with Channel Sales and Alliances teams (matrix model) to support shared revenue goals. If you thrive at the intersection of channel management, partner enablement, and revenue growth – and want to help our partners succeed across Azure, AWS, Google Cloud, and other platforms – this role was made for you.

Note:  SoftwareOne is an  AI-forward company . We actively use AI across our business to improve productivity, decision-making, and outcomes, and we are intentional about hiring people who are curious, hands-on, and eager to leverage AI as technology evolves.  

Role & Responsibilities

• Own Full Partner Lifecycle: Manage the end-to-end journey for strategic partners – from initial onboarding and enablement to ongoing engagement, renewals, and expansion.

• Ongoing Engagement & Partnership Management: Act as the primary point of contact for your partners – serving as a trusted advisor on their journey. Build strong, trust-based relationships with partner stakeholders at all levels (from leadership to operations), and maintain regular touchpoints through business reviews, strategy sessions, and performance check-ins to keep partners on track for success.

• Hyperscaler Program Alignment: Guide partners in navigating and aligning with hyperscaler partner programs (Microsoft, AWS, Google) so they leverage available incentives, stay compliant with program requirements, and maximize their benefits (rebates, support credits, etc.).

• Serve as the partners’ advocate inside SoftwareOne for program-related needs or escalations. 

• Renewals & Expansion Ownership: Drive high partner retention and growth by engaging partners in renewal readiness well ahead of contract expirations, and by identifying expansion and cross-sell opportunities (e.g. adding new cloud services or vendors) through data-driven insights. Lead the renewal process for partner contracts, coordinating with Channel Account Executives to ensure partners renew on time and to secure incremental upsell/cross-sell deals where appropriate.

• Business Reviews & Success Planning: Participate in regular QBRs (Quarterly Business Reviews) or success plan sessions with partners to review performance metrics (revenue, consumption, new end-customer acquisition, etc.), discuss pipeline and upcoming renewals, and refine joint business plans for growth.

• Cross-Functional Collaboration: Work closely with internal teams – including Channel Sales Managers, Partner Development Managers (PDMs), Cloud Architects, Licensing Specialists, Sales Operations, Finance, and Cloud Support teams – to deliver a seamless partner experience.

• Issue Resolution & Advocacy: Monitor partner health and satisfaction; proactively address concerns and troubleshoot issues the partner encounters (e.g. escalations with transactions or support cases). Manage escalations with empathy and urgency, coordinating internal resources (Cloud Desk support, product teams, etc.) to resolve problems and protect partner trust and loyalty. 

• Continuous Improvement & Feedback: Champion ongoing improvement by collecting partner feedback on SoftwareOne’s processes, tools, and programs.

• 5% for potential occasional travel to visit customers or internal meetings.