Partner Success Manager

Who are we? Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines.  Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008. Summary   We are seeking an experienced and highly capable Manager of Engineering to lead our US Server team. This role involves managing and mentoring a team of Java developers, while also providing strong technical leadership across system architecture, design, and implementation. You will guide the team in developing new product capabilities and enhancing existing ones across both our federal enclave environment and our AWS-based cloud production environment. This position includes dual responsibility across two major domains.  Leading, designing, and supporting capabilities within our federal enclave, including strict compliance requirements, secure development practices, and constrained deployment workflows. Driving cloud-native development in AWS, improving our services, reliability, scalability, and efficiency with modern DevOps practices and tooling. The ideal candidate is a strong technical leader, an excellent communicator, and someone who thrives in an Agile environment where mentorship, ownership, and collaboration are key.   Our tech stack includes Redis, Oracle, PostgreSQL, Kafka, Spring, Microservices, Docker, Kubernetes, AWS, Jenkins, Grafana, ELK, Maven, and GitHub About our culture Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like. country: US all locations: [US - Remote] commitment: Full-Time department: Divisions location: US - Remote team: Sales Support How will you contribute? : Renewal Ownership & Revenue ProtectionOwn the end-to-end renewal process for partner-managed recurring revenue (base ARR), ensuring high retention and predictable outcomes. Lead renewal orchestration and execution, including 120-day pre-renewal planning cycles Build and maintain accurate renewal forecasts and risk visibility Ensure on-time renewal completion and revenue protection Manage self-provisioning partner book of business Drive structured renewal governance and accountability across stakeholders Partner Health & Risk ManagementEstablish proactive partner health management to identify and mitigate churn risk. Define and operationalize partner health scoring frameworks Monitor adoption, usage, and value realization signals Identify early indicators of risk and execute mitigation strategies Lead QBR cadence and governance processes to maintain partner alignment Partner Engagement & Value RealizationAct as a trusted advisor to partners, ensuring they achieve measurable value from Smarsh solutions. Drive adoption strategies and success plans aligned to partner outcomes Support legacy agreement transitions and contract normalization Lead escalation management and coordinate internal resources to resolve issues Ensure consistent engagement across the partner lifecycle, particularly approaching renewal Cross-Functional AlignmentOperate as a central coordination point across Channel functions. Partner with Channel Account Managers on expansion signals, pricing alignment, and commercial strategy Collaborate with Partner Enablement Manager to ensure enablement readiness and product adoption Engage Channel Account Manager when expansion opportunities, pricing changes, or competitive risks arise Maintain clear role boundaries to support the broader channel operating model Role Scope & Boundaries Owns: Renewal orchestration and forecasting (base ARR) Partner health, risk identification, and retention strategy Governance processes and QBR coordination Adoption and value realization Does Not Own: Net new partner acquisition Expansion quota or pipeline generation Heavy commercial negotiation Partner onboarding or training delivery This role is focused on revenue protection, not revenue creation. What will you bring?: Retention & Operational Excellence Proven experience managing renewals, retention, and recurring revenue models Strong forecasting discipline with the ability to manage risk and ambiguity Structured operator with a process-driven mindset Partner & Customer Success Leadership Experience working within partner channel ecosystems Ability to build trust and influence partner stakeholders at multiple levels Strong focus on value realization and adoption strategy Cross-Functional Collaboration Experience working in matrixed environments across Sales, Operations, and Enablement Ability to navigate role boundaries and drive aligned execution Strong communication and stakeholder management skills Qualifications 5-10 years in Customer Success, Partner Success, Account Management, or similar roles Experience in SaaS or recurring revenue environments Strong understanding of renewal processes, forecasting, and retention strategies Experience with CRM platforms (e.g., Salesforce) and data-driven decision making Analytical, structured, and execution-focused