Vice President of Customer Operations, Partnerize
Partnership management software
Open for applications
Partnership management software
201-500 employees
Open for applications
201-500 employees
Company mission
To turn partnerships into a profit center.
Role
Who you are
- Experience: 6+ years of progressive leadership experience managing customer operations and technical integrations teams within the SaaS space. Proven track record to evidence adherence to ITIL Framework or similar applying governance practices
- Functional Management: Direct experience leading multi-disciplinary operational teams across technical onboarding and global client support
- Technology & AI Fluency: Hands-on experience implementing automation, modern support stacks, and AI workflows to drive team productivity and reduce operational overhead
- Execution & Analytics: Strong analytical capabilities with a track record of using operational data (TTV, SLAs, CSAT, margins) to drive execution and continuous improvement
- Cross-Functional Collaboration: Proven ability to work side-by-side with Sales, Product, and Customer Success leaders to support account expansion and retention goals
- Preferred system experience: Asana, Zendesk, Jira, Salesforce
- Strategic Alignment experience: demonstrated competencies in the application of OGSM framework or similar to turn high-level company vision into clear daily tasks
What the job involves
- The Vice President of Customer Operations serves as the operational execution engine driving Partnerize’s post-sale delivery lifecycle
- Reporting directly to the CRO, this tactical leader oversees global teams focused on technical onboarding and integrations, customer support, and delivery operations
- The ideal candidate translates executive strategy into high-impact execution, optimizing time-to-value, enforcing SLAs, scaling services margins, and driving AI-powered efficiencies across all operational teams
- Execute onboarding and integration strategies to accelerate platform deployment and reduce time-to-value (TTV) for enterprise brands
- Build and enforce standardized frameworks to ensure friction-free client implementation into our centralized SaaS platform architecture
- Partner with Product and Engineering to streamline API workflows and eliminate technical integration bottlenecks
- Direct multi-tier global technical support operations, enforcing strict SLA compliance, high CSAT/NPS ratings, and rapid resolution times
- Operationalize AI tools and automated support workflows to improve service quality while lowering overall cost-to-serve (COGS)
- Monitor frontline customer health indicators and operational telemetry to proactively surface and mitigate churn risks
- Manage day-to-day operations, resource allocation, and project delivery for Partnerize's managed services arm
- Optimize gross margins and utilization rates across services teams while maintaining high standards of client delivery
- Drive tight operational handoffs between Sales, Customer Success, and Services to support account expansion and Net Revenue Retention (NRR)
- Lead, mentor, and build high-performing, data-driven teams across global onboarding, support, and delivery functions
- Establish key operational performance metrics (KPIs) and utilize analytics to continually refine process efficiency
- Serve as an operational point of escalation for complex enterprise customer implementations and service delivery requirements
Salary benchmarks
Our take
Partnerize is a company offering a Partner Management Platform that helps businesses form, manage, analyze and predict the outcomes of their partner marketing programs. Leveraging the power of AI, it streamlines the entire process, making it easier for companies to maximize their partner relationships.
As the world of partnerships evolves, Partnerize has positioned itself at the forefront of this dynamic field. With a growing range of sectors such as channel partnerships, influencer collaborations, loyalty programs, referral networks and brand-to-brand alliances, the company has adapted to meet the complex needs of modern partner marketing, in addition to traditional affiliate marketing.
Partnerize is focused on providing its clients with an edge over the competition by automating as much of the partnership management process as possible. This commitment to efficiency, combined with its ability to leverage economies of scale, enables the company to address some of the industry's toughest challenges, including payments, ensuring that clients remain loyal to its platform.
Steph
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jan 2020
$50m
GROWTH EQUITY VC
Nov 2018
$9m
LATE VC
Total funding: $87.5m
Company benefits
- Generous wellness benefits and paid time off
- Robust parental leave
- Competitive retirement savings benefits
- Employee learning & development opportunities
Company HQ
Union Square, New York, NY
Leadership
Matt Gilbert
(CEO)Previously the CEO of Pepperjam and Kinetic Social. They also spent time as the Senior VP & GM at Merkle, and as the COO at 500Friends.
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