Required Skills and Experience

• Proven experience designing or scaling a Partner Success, Customer Success, or Account Management operations function, ideally in a fast-growing B2B or platform business
• Strong grasp of segmentation and coverage models, and how to translate them into a workable book-of-business allocation
• Hands-on experience building health-score models — defining inputs, weightings and thresholds that trigger action rather than just a status colour
• Experience selecting, implementing or administering CS/CRM/analytics platforms and integrating them into a coherent stack
• A track record of building renewal, expansion, and churn-management motions, including forecasting that feeds a commercial or revenue plan
• Experience designing comp and KPI frameworks (e.g. NRR, GRR, health score movement, adoption) that drive the right behaviours
• Comfortable operating across strategic design work and the operational detail needed to make it run day to day
• 7+ years of relevant experience, with people or cross-functional leadership exposure
• International experience beneficial

Responsibilities

• Owning the segmentation and coverage model, and the book-of-business allocation that follows from it
• Defining and maintaining the partner lifecycle/journey, from adoption handover through to renewal, with clear exit criteria at each stage
• Building and continuously improving playbooks for QBRs, check-ins, at-risk accounts, and satisfaction measurement (NPS/CSAT)
• Owning the data and health-score model — defined inputs, weightings, thresholds, and the specific actions they trigger
• Building and maintaining standard dashboards and reporting cadence for team, executive, and board consumption
• Running the renewal and expansion forecasting rhythm, and ensuring CS numbers roll cleanly into the wider revenue plan
• Maintaining a forward-looking renewal calendar, a risk escalation path, and a documented save/win-back motion for at-risk accounts
• Identifying and driving expansion programs — upsell, cross-sell, and usage growth within the existing partner base
• Project-managing roll-out plans and tracking time-to-value for new and existing partners
• Running advocacy programs — references, case studies, and reviews — with a clear ask-and-reward structure
• Building a structured voice-of-partner loop that feeds feedback into product and ops, and closes the loop back to the partner
• Building out a knowledge base and enablement materials so the process doesn't live in individuals' heads
• Establishing cross-functional interlocks with Sales, Product, and Support, and a RACI for who owns the partner at each stage
• Designing the comp and KPI framework for the team (NRR, GRR, health score movement, adoption)

Requirements and Characteristics

• Excellent written and verbal English and very good communication skills overall
• Outgoing and ready to collaborate with colleagues
• Self-starter, prepared to accept and respond to the challenges of a fast-growing business
• A "can do" attitude, with a commercial and solutions based approach to problem solving
• Able to offer a hands-on approach to assigned projects and work under pressure
• Comfortable moving between building operational infrastructure and running day-to-day partner management, without a preference for only the former
• Strong problem-solving skills, with the ability to identify and assess risks and propose creative solutions
• Adaptable, proactive and actively contributing to the growth and development of the business
• Ability to maintain strict confidentiality

How to Apply

If you live and breathe what you do and recognise yourself as a Protect Person then submit your latest CV and let us know what you can bring to Protect!