Channel Partner Success Manager

Who are we?
Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.

Summary
Channel Partner Success Manager responsible for onboarding, enabling, and driving revenue growth through strategic partners and service providers across the UK. The role is customer-facing, combines project and relationship management, and partners with Sales, Pre‑sales, Implementation, Marketing, and Support to ensure partners are self-sufficient, technically enabled, and commercially productive.

How will you contribute?

• Manage end-to-end partner onboarding for strategic and self-serve partners.
• Own partner project plans, run kickoff calls, confirm SOWs, and coordinate milestones to go-live.
• Act as primary partner point of contact and escalation owner during onboarding and early-stage deployments.
• Deliver partner enablement: product demos, training programs, demo accounts, playbooks, and level‑1 support readiness.
• Coordinate cross-functional resources including technical, implementation, marketing, and billing teams.
• Validate partner environment details: recording platform, connectivity, APIs, regions, and go-live target dates.
• Prepare and review Statements of Work, installation requirements, and connectivity contact lists.
• Configure and manage onboarding workflows in CRM and ticketing tools to ensure operational handoffs.
• Track partner progress and pipeline, report status to internal stakeholders, and surface risks and dependencies.
• Run knowledge transfer to ensure partners can independently onboard at least the first three customers and perform level‑1 troubleshooting.
• Maintain partner documentation, FAQs, training materials, and onboarding templates.
• Identify upsell, migration, and optimization opportunities and coordinate with Account Management to convert them.

What will you bring?

• 3+ years in partner success, partner management, channel operations, or technical account management.
• Proven experience running structured onboarding projects and coordinating cross-functional teams.
• Strong technical literacy with cloud platforms, APIs, network/connectivity concepts, and recording/telephony platforms.
• Experience with CRM and ticketing systems such as HubSpot and Zendesk and project tools such as Asana.
• Excellent stakeholder management, communication, and presentation skills.
• Strong organisational skills with attention to detail and ability to manage multiple concurrent partner projects.
• Commercial awareness of partner billing models and ability to conduct billing discovery and optimisation.
• Analytical skills for pipeline tracking and reporting.

Desirable Skills

• Experience in UC, contact centre, recording, or communications technology ecosystems.
• Prior experience working with service providers, MSPs, or strategic channel partners.
• Familiarity with UK market and regulatory considerations relevant to call recording and data locality.

What do we offer?

• We value our people and offer a competitive salary along with company bonus
• Strong maternity and paternity scheme
• A workplace pension scheme
• Take what you need holiday package
• Private medical insurance
• Dental plan
• Group life assurance
• Group income protection
• Employee assistance programme
• A monthly wellness allowance
• Adoption assistance
• Stock options

Don't meet every requirement? Apply anyway We value diverse candidates and encourage applications, even if you don't perfectly match the job description. Studies have shown that some strong candidates may self-select out of the interview process prematurely, at Smarsh we encourage an inclusive, high-performing environment.

Smarsh is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Smarsh invites all qualified interested applicants to apply for career opportunities. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Including frequency of functions.

About Our Culture
Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world's leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Best Places to Work Awards. Come join us and find out what the best work of your career looks like.