Partner Success Manager

About Keap: Keap is the leading Business Automation platform for serious small businesses.  We are a purpose-driven, values-based company that loves helping small businesses grow and understands how hard it is to run a successful small business.  Keap’s vision is to liberate and empower entrepreneurs by automating follow-up, so they can strengthen their families, communities and economies.  With tens of thousands of customers and over a hundred thousand users, we are just scratching the surface of our vision.

Overview:

As a Partner CSM (Customer Success Manager) you will help facilitate Partner and Partner customer success by developing strong relationships with external and internal stakeholders and being the primary point of contact for resource and app requests from our Partners and Partner customers. As a member of the Partner team your support teammates and partners to deliver the highest level of service. You are adept at knocking down hurdles that Partners face when interacting with Keap, the Partner Portal, and other partner-related systems. You will liaise between the Regional Partner Manager and internal departments to ensure the timely and successful delivery of solutions as well as address Partner Customer Cancel requests to ensure both our Partners and their Customers are able to achieve value in our Program and applications.

What you’ll be doing...

Partner/Customer Retention

• Drive on value-added conversations with Partners and Partner customers requesting to cancel, bring them back to why they certified/purchased, and deliver on their needs to get them to value.

• Apply discretion regarding when to engage with RPMs around Partner/Partner customer escalations.

• Maintain standards of excellence regarding C&R and billing reductions and outsourced retention projects as saving tactics.

Partner Success

• Support the RPMs and Partners to facilitate successful partnerships as measured by sales results, proactive outreach, customer churn, engagement length and health/usage.

• Operate as a point of contact for Partner Program support and partner-specific product support (Partner Portal, Partner Edition, Marketplace, etc) solving when possible, or otherwise engaging with enabling Partner teams.

• Participate in collaborative initiatives with other team/departments to drive Partner growth and customer success

• Proactive Outreach to partners and/or customers offering business review, strategy, coaching and resources in order to help the partner/customer gain value in Keap software and reduce churn

• Customer Success

• Review and assess business goals and monitor progress and offer recommendations based on results.

• Ensure the highest customer satisfaction and return on their investment in our product while enhancing their experience.

• Define business objectives for the customer and develop a strategic direction for success.

• Daily Execution Excellence:

• Act as point-of-contact for customers and Partners, solving for their needs, advocating for their interests and giving voice and direction to their feedback.

• Maintain the SLAs (subject to change) currently set at: 

• Initial Reach out time of less than 24 hours from case creation for cancel requests and sales processing errors, and 48 hour (or less) follow up on all pending cases.

Who you are:

• 2+ years of account management, sales, and marketing experience OR small business coaching experience

• Ability to demonstrate strong business insights

• Cultivate partner relationships

• Project management experience is a plus

• Knowledge of Customer Relationship Management technologies and methodologies

• Prior experience working with small businesses or having a small business background is a plus

• Contribute positively to team dynamics

• Assist in assessing risk, benefits and considerations of alternatives

• Manage change within immediate team and support larger change efforts

• Identify barriers to effective collaboration and escalate issues if unable to resolve

Benefits: Being a Keaper has its perks…

• Free Keap app for personal use

• Above Market Pay 

• Paid time off to volunteer

• Flexible PTO Plan

• Paid Sick Time

• DashPass Membership

• 401k + Matching

• Financial Education Program through SmartDollar
  
  

We’re a great place to work. Keap was named a Great Place to Work in 2021, 2022, 2023 & again in 2024!  In 2024 75% of all current Keapers, said Keap is a great place to work. We're a hybrid workforce with an unwavering dedication to our Keap culture that recognizes everyone’s impact.

Visa Sponsorship: We welcome and support people of all different backgrounds. At Keap, we celebrate diversity and inclusion to benefit our employees, our products, our community, and to help small businesses succeed. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, marital status or any legally protected status.  However, due to the current economic climate we are not able to sponsor, support student Visas, or take over sponsorship of employment Visas at this time. 

We Own It: If you don’t check every box, please don’t rule yourself out. We focus on hiring incredible human beings, so if this role resonates with you, hit that apply button! 

Location: Keap’s corporate office is located at 1260 South Spectrum Blvd. Chandler AZ 85286. This is a Hybrid role with the expectations of coming into the office on T/TH.

Our Values

We Genuinely Care:

We listen to, care for, and serve the diverse people central to our Purpose: our employees, partners, customers, shareholders, and entrepreneurs everywhere.

We Own It:

We are a culture of performance and accountability. We face challenges with grit and optimism to achieve our goals.

We Learn Always:

We have a forever curious, learn-it-all mindset, and we value learning over knowledge. We use data and experimentation to innovate and constantly improve.

We Build Trust:

We build trust through transparency and open, authentic communication. We assume positive intent and we're the first to extend trust

We Check Ego:

We check our ego at the door. Humility and gratitude help us work collaboratively, serve others and accomplish more.

We Dream Big:

We empower the entrepreneurial spirit by believing in people and championing their dreams. We solve big problems with big dreams.

Any candidate who misrepresents their identity and/or skills may be subject to civil damages, penalties, and criminal prosecution.

California Employee Privacy Notice: https://keap.com/legal/cepn