Customer Success Manager, doola

• 3 to 6+ years in B2B SaaS account management, customer success, or partnerships
• Managed a book of 20+ B2B partners or accounts simultaneously (no affiliate or referral programs)
• Owned or contributed to a partner onboarding playbook
• Worked cross-functionally with product and engineering on API or integration requests
• Comfortable reading API docs, understanding webhook flows, and communicating integration requirements without being a technical pass-through
• Negotiated contract renewals or term adjustments with B2B partners
• Demonstrated HubSpot CRM rigor; every partner interaction logged, pipeline stages maintained
• Bachelor's degree or equivalent experience

Desirable

• Own the full post-sale lifecycle for doola's embedded API and white-label partners, from onboarding and activation through expansion and renewal, ensuring every signed partner drives real formation volume and becomes a compounding revenue asset
• Drive partners from contract signature to first live formation within 14 to 30 days
• Maintain a documented health score (formation volume) for every active partner
• Run structured quarterly business reviews (QBRs) and proactive touchpoints
• Manage the at-risk designation process and own escalation paths
• Treat formation revenue as the floor, not the ceiling; surface API expansion opportunities (annual reports, ITIN, tax downstream attach)
• Track partner-sourced downstream revenue as a core success metric
• Serve as the voice-of-partner into product, operations, and sales
• Log all custom partner requests with a repeatability assessment and revenue potential before any engineering triage
• Ensure no partner churns without a documented save attempt
• Enforce annual contracts per policy and own the renewal cycle