Partner Success Manager, Hostaway

• 2+ years in partner success, customer success, or strategic account management (SaaS preferred)
• Proven ability to manage external relationships and work cross-functionally
• Experience managing the full partner lifecycle — from qualification and onboarding to activation, engagement, and growth
• Strong skills in qualifying and evaluating inbound partner opportunities for strategic fit and integration readiness
• Excellent communication, organizational, and problem-solving abilities
• Proficient in CRM tools (Salesforce/HubSpot), Google Workspace, and Slack
• Comfortable with data tracking and reporting to monitor partner health, performance, and adoption
• Ability to travel, attend conference and meet partners in NAM/EUR

Desirable

• As a profitable and growing company, we are looking to hire A Partner Success Manager to own the full lifecycle of our Marketplace and Strategic Partners — from initial inquiry and qualification through onboarding, activation, and long-term success
• This role is critical to ensuring partners are technically integrated, supported, and consistently driving value — both for themselves and for Hostaway
• You’ll be the primary relationship lead for a portfolio of partners, acting as their advocate internally and their strategic advisor externally
• You’ll collaborate cross-functionally with Product, Support, Marketing, Sales, and RevOps to ensure partners are enabled, engaged, and retained
• As our ecosystem grows, this role may expand into broader partner enablement and strategic account ownership
• This role is necessitated by our continued growth
• Manage and triage inbound partner requests across all channels
• Conduct outreach and qualification calls to assess partner fit, potential, and alignment with marketplace strategy
• Evaluate partner opportunities based on strategic relevance and integration readiness
• Coordinate internal input and prioritization for strategic or high-value prospects
• Lead early-stage conversations and support contract negotiations with the Director of Partnerships and Legal
• Transition qualified partners into onboarding with clear handoff and expectations
• Own the onboarding lifecycle: account setup, integration support, certification, and go-live coordination
• Guide partners through key milestones, success frameworks, and technical enablement
• Track onboarding progress, timelines, and partner readiness
• Maintain and continuously improve onboarding documentation, guides, and FAQs
• Resolve onboarding blockers in collaboration with internal teams
• Act as the primary point of contact for day-to-day partner engagement and success
• Lead recurring check-ins, QBRs, and feedback loops to ensure mutual alignment and satisfaction
• Monitor partner health, adoption, and performance to surface risks or opportunities
• Follow up on integration utilization and help partners maximize feature usage
• Support co-marketing initiatives in collaboration with Marketing (blog posts, case studies, webinars, newsletters)
• Triage and coordinate resolution of partner technical inquiries and support requests
• Provide partners with tools, documentation, and enablement resources to minimize friction
• Collaborate cross-functionally to address technical or customer support issues involving partners
• Help streamline and standardize internal and external partner-facing workflows
• Collaborate with Product, Marketing, RevOps, and Support to align on partner needs and priorities
• Flag and escalate recurring issues, performance risks, or process inefficiencies
• Contribute to internal dashboards, reporting, and partner success metrics
• Gather partner feedback and surface actionable insights to improve program design and delivery
• Track and analyze partner performance metrics using CRM and analytics tools
• Develop partner-facing enablement content, including guides, FAQs, Loom videos, and onboarding documentation
• Structure and organize partner data in coordination with the Director of Partnerships
• Leverage data to identify trends, risks, and opportunities for partner growth
• Present clear insights and actionable recommendations to stakeholders to support decision-making