Partner Success Manager

At DNSFilter we have a singular mission: to challenge the way the industry thinks about security via DNS-and we need your help! We've come a long way over the past few years. In 2021 we had a successful $30 million Series A funding round, and in 2022 we became the fastest DNS security tool on the planet and joined forces with privacy-focused VPN Guardian! This year we're continuing our product-fueled growth by adding new features to assist our customers with their DNS-layer security and broadening our solution to meet the needs of the global market.

As our company grows, we realize we have a missing piece and that's where you come in! We are looking for a Partner Success Manager to join our growing Customer Success Team! This person will be responsible for building relationships with existing partners to ensure growing and profitable relationships. This position is responsible for key functional areas that are at the center of our business: retention, renewals, adoption, expansion, and advocacy.

Someone who excels at this role is a proactive and relentless champion for partners, and can also translate and disseminate information cross functionally, is a great fit for this role.

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If you feel like this job is for you, please apply. We believe diversity of experience and skills, including transferable skills, combined with passion is a key to innovation and excellence; therefore we encourage people from all backgrounds to apply to our positions!

You will:

• Serve as point of issue escalation and resolution
• Share customer success stories and best practices
• Document activity and update account information in a timely manner in the CRM system
• Report regularly on client relationships, including issues and threats as well as measurable goals
• Complete and maintain an accurate customer journey map for pre and post sales; identify customer pain points to direct optimization efforts
• Collaborate with internal teams that include, Marketing, Support and Product, in addressing partner obstacles that impact the partner experience
• Identify and close opportunities for expansion and upsell and maintain a pipeline with an accurate forecast to grow the revenue from the existing book of business
• Partner with DNSFilter's MSP Evangelist to ensure there is a consistent cycle of collaboration and sharing information
• Work internally with sales to ensure a smooth handoff from the sales process to the customer journey
• Coordinate customer training sessions to ensure the customer quickly sees the ROI of the product
• Accurately manage and forecast churn, renewals, and upsells for DNSFilter's partners
• Effectively prioritize initiatives and objectives based on their impact, and help drive the business toward its goals
• Engage with the Partners through the Customer Lifecycle from onboarding to advocacy through strategic CS touch points
• Monitor customer risks, including product usage, engagement, financial and key personnel risks and intervene as early as possible when risks and problems arise

Requirements

• 3+ years experience working in a customer-facing role in sales enablement, customer success, or account management
• Ability to take initiative and see things through to completion
• Passionate about delivering great customer experience and the ability to focus on transparency in tools, processes & infrastructure to make it happen
• Invite and crave accountability. You recognize the important ways in which your work is connected to cross-functional outcomes.
• Enjoy working cooperatively and harmoniously, and prioritize the team's success over your own.
• Strong communication skills; ability to maintain frequent and clear written communication to connect a distributed team
• You quickly gain trust. You understand the important role relationships and strategic partnerships can play, and you cultivate these appropriately. You know when it's appropriate to persist, and when you should compromise.
• A natural curiosity about highly technical products and the ability to explain technical concepts to a variety of audiences
• The ability to work mostly in an EST time zone environment
• Experience working with cross-functional teams and in a matrix environment to achieve objectives and key results
• Experience working remotely

Bonus points for:

• Experience working with partners, specifically Managed Service Providers (MSPs)
• Experience in a high-growth startup environment
• CyberSecurity industry knowledge

Benefits

• A 100% work-from-home position with a company that values and fosters personal and professional growth
• Pathway to promotion to additional organizational positions and responsibilities based upon results and performance - not just time in the chair. You help us grow, we will help you grow.
• Passionate and intelligent colleagues who work hard and have a good time doing it
• Rotating 4-Day work week
• Paid company-wide week off at the end of each year
• Flexible Vacation policy
• Awesome company swag
• Home office buildout allowance
• Full medical, dental, and vision benefits for US and Canada based employees
• Full short-term disability and life benefits; available long-term disability
• 401k with vested company matching for qualifying employees
• In-person annual gatherings. Last time we all spent a week on a beach in Cancun!

The hiring range for this role is: $97,000 - $114,000 USD Annually. DNSFilter is a pay for performance organization, which means there is the opportunity to advance your compensation with performance over time. The hiring base pay is dependent upon many factors such as level, function, training, transferable skills, work experience, business needs, and/or geographic location. As a fully remote company, our compensation reflects the cost of labor across several U.S. and global geographic markets. We pay differently based on those defined markets. Our Talent Team can share more about the specific salary range for the job location during the hiring process.