Customer Success Partner Program Manager

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TalentBurst
Lehi, UT, United States (Remote)
  • Services
  • FullTime
  • Applications have closed

Title: Customer Success Partner Program Manager
Location: Fully Remote – preferred Lehi, UT for hybrid at most 3x onsite per week but open to fully remote candidates

Initial Assignment Length: 6 months with high possibility of extension depending on performance and business needs.

Full Time
Overtime is not expected but could be possible based upon business needs and will occur only when requested and approved by manager
Travel Requirements:
None
Job Description:
The Customer Success Partner Operations Program Manager is responsible for the seamless integration and ongoing management of partner operations in Customer
Success. This role ensures partners are aligned with our mission, empowered to deliver exceptional customer experience, and positioned to drive mutual success.
In this role, you will…
Lead cross-functional initiatives with Customer Success and other teams to optimize partner operations, improving efficiency and satisfaction
Analyze and streamline partner processes to enhance scalability and effectiveness
Oversee the implementation and adoption of tools and systems that support partner operations, ensuring data accuracy, consistency, and accessibility
Collaborate closely with Professional Services, Sales, Commercial LOB, and Product Development to align partner activities with company goals
Develop and present clear, data-driven reports on partner performance, trends, and opportunities to leadership
Anticipate risks, identify gaps, and implement proactive solutions to ensure program stability and success
Education:
Bachelor’s degree or equivalent experience
Experience:
5+ years of program management experience, ideally in customer success, partner operations, or related functions
Strong planning, organizational, and communication skills
Proven ability to work cross-functionally, influence stakeholders, and collaborate with teams across all levels including executives
A hands-on, proactive approach with strong attention to detail
Resilience and adaptability in fast-paced, ambiguous environments, with the ability to balance multiple priorities effectively

Job Description:
PROGRAM Manager role, not Project. If your candidate is mostly a project manager, do not submit as the hiring team will reject that candidate.

  • This resource will go out and find out what is happening among partner program managers from a strategy perspective and bring back information to the Customer Success team which can then be leveraged to create plans.

  • Almost everything we sell at Pure is sold through partners. Partners are main sales channels.

  • Different types of partners:

  • There are partners who sell directly to the customer, so relationship is between Pure and the end customer that the partner sold to, partner is completely out of the chain (majority of what Pure does).

  • Pure relationship is with the partner, not with the end customer.

  • GSI (Global System Integrators) like Client, IBM, large global companies that have very, very large customers. They control the end customer relationship.

  • MSP (Managed Services Providers) very large companies with lots of customers. MSP owns the end customer relationship. Would sell Pure and put stuff on top of it that they are providing almost like Pure is being packaged as part of the product/solution. Pure does not see the end customer but involved with the MSP to provide the right experience.

  • MSP can be a GSI, not all GSIs are MSPs.

  • There are a lot of programs within Pure specifically for these types of partners; what the Customer Success team is trying to do is become more aligned and be more tightly ingrained with those partner programs making sure we are providing the right services, support, etc.

  • Lots of touchpoints and activities to determine how to enable these types of partners, how do we provide the right services to these different types partners. Having a Program Manager that has an understanding of the partner ecosystem in general (resellers, GSIs, MSPs) and has this experience will be beneficial due to the complexity.

  • Preferred candidate is somebody who can manage lots of different workstreams, know how to engage with different stakeholders as there are a lot of things they need to be aware of.

  • Have a little bit of technical knowledge around tools like Salesforce (more important) or ServiceNow.

  • Challenge they are facing right now in supporting the partners is making sure that the partners have the right access to the right things because partners are our customers but they are not always the end customers so they have different needs than end customers like access rights (what they can and cannot see, etc). Most of the work the previous program manager was doing was staying aligned with that determining and ensuring that the partners are supported the right way.

  • Having ability to distill technical requirements and language in easily digestible and very clear English of what it needs to be and then be able to communicate that to stakeholders is a required skill.

  • WHAT IS IMPORTANT?

  • Partner experience is most important; ideal is 10+ years of experience, mature in career

  • Previously worked at Pure, attractive

  • Solid communication skills

  • Strategic thinking and experience so they can apply what they are learning to what the team is doing

  • Worked at the Tech industry extensively ideal, not required

  • Worked at a data storage company ideal like NetSuite, HPE, Dell EMC advantageous if you understand the industry already.

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