Head of Partner Success

2 weeks ago

London, United Kingdom Fresha Full time

**Role overview**

Given our exciting and progressive growth plans, we are looking for an exceptional **Head of Partner Success** to come and join our global business.

Reporting directly to the **Chief Commercial Officer/VP**, and working collaboratively with the** executive team**, you will be **accountable for leading a team of Partner Success Managers** who are **responsible for managing and nurturing our partnerships within the Small and Medium-sized Business (SMB) segment**. Your primary objective will be to **grow the number of partners using Fresha payment features**. You will also **ensure the success and satisfaction of our partners by providing them with the necessary support**, **guidance**, and **resources**.

This is a great opportunity for someone looking to work in a **fast-paced** and **changing environment**, who **likes to work autonomously**, **enjoys a challenge,** and** wants to make an impact**.

**Key accountabilities**

**Leadership and Team Management**:

- Lead, mentor, and inspire a team of Partner Success Managers, fostering a collaborative and high-performing environment.
- Set clear performance expectations, provide regular feedback, conduct performance evaluations, and identify opportunities for professional development.
- Foster a culture of accountability, teamwork, and continuous improvement within the team.

**Develop and strengthen the revenues from the partners with a Partner Success Manager assigned**:

- A major part of the role is to work with the Partner Success Managers to increase the number of partners who are actively using a Fresha payment feature

**Partner Relationship Management**:

- Develop and maintain strong relationships with key partners in the SMB segment, serving as the primary point of contact for strategic discussions and escalations.
- Collaborate with partners to understand their business needs, goals, and challenges, and align our solutions and resources accordingly.
- Proactively identify opportunities to enhance partner satisfaction, engagement, and retention.

**Strategy Development and Execution**:

- Work closely with the executive team to define the partner success strategy for the SMB segment, aligning it with the overall company goals.
- Develop and implement scalable processes, best practices, and tools to optimize partner onboarding, enablement, and support.
- Analyze market trends, partner feedback, and competitive landscape to identify new business opportunities and drive growth.

**Performance Measurement and Reporting**:

- Define and track key performance indicators (KPIs) for the Partner Success team, regularly analyzing and reporting on team and individual performance.
- Develop dashboards and reports to provide actionable insights to stakeholders, including executive leadership and cross-functional teams.
- Identify areas of improvement and take proactive measures to enhance team efficiency, partner satisfaction, and revenue generation.

**Cross-functional Collaboration**:

- Collaborate closely with internal teams, including Sales, Marketing, Product, and Operations, to ensure effective coordination and alignment in partner-related activities.
- Advocate for partner needs and requirements within the organization, driving cross-functional initiatives to improve the partner experience.

**Requirements**:
**Skills, experience & qualifications required**
- Bachelor's degree in business administration, marketing, or a related field is a plus.
- Proven experience in partner/customer success management or an Account Management role, preferably within the SMB segment.
- Experience in an SMB Sales role is also a plus
- Strong leadership skills with experience in managing and developing high-performing teams.
- Excellent communication, negotiation, and relationship-building abilities.
- Demonstrated track record of achieving and exceeding targets in a customer/partner-driven environment.
- Analytical mindset with the ability to leverage data and insights to drive decision-making and measure performance.
- Strategic thinker with the ability to develop and execute effective partner success strategies.
- Knowledge of the SMB market landscape, including trends, challenges, and opportunities.
- Familiarity with CRM systems (Hubspot) and partner management tools.
- Strong business acumen and understanding of financial and operational metrics.
- Flexibility to adapt to a fast-paced, dynamic work environment.
- Creative thinking and problem-solving mindset
- Ability to interact with people from across the business and build strong relationships, including the ability to effectively influence upwards
- Happy to roll sleeves up and assist the team when required (team player)
- Self-starter and proactive approach
- Comfortable working in a fast-paced and changing environment

**Benefits**
- Competitive salaries & RSUs
- Pension plan (5% self + 3% company contribution)
- 25 days PTO
- Weekly office lunches (Fridays)

**Inclusive workforce**

At Fre

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