Wobot AI - Manager - Customer Success

Key Responsibilities

Partner Enablement and Onboarding:

- Develop and deliver a comprehensive onboarding program for new partners, focusing on product knowledge, success methodologies, and support processes.

- Create and maintain knowledge base and a rich library of enablement resources, including playbooks, training decks, best practice guides, dashboard walk throughs and certification programs for partners.

- Conduct regular training sessions and webinars for partners on new features, success strategies, and industry trends.

Driving End-Customer Success (via Partners):

- Analyze usage data and health scores across the partner's portfolio to provide them with actionable insights.

- Serve as an escalation point for partners on customer issues, coordinating with internal Support, Product, and Engineering teams to ensure timely resolution.

- Share best practices for value realization, ensuring partners can effectively communicate the ROI of our platform to their customers.

- Stay updated on customer success methodologies and industry advancements.

- Identify opportunities to optimize processes and enhance the customer journey.

- Work on curated reports and custom reports for client analysis.

- Provide regular reports and updates to stakeholders.

Internal Collaboration & Advocacy:

- Act as the "voice of the partner" within our organization, channelling critical feedback to the Product, Marketing, and Sales teams.

- Collaborate closely with the Channel Sales team to ensure a seamless handover from pre-sales to post-sales.

- Work with marketing to develop co-branded case studies, testimonials, and other assets that highlight partner and end-customer success.

Must-Haves

Qualifications & Skills

- MBA/Bachelor's degree in Business, Technology, or a related field.

- 2-3 years of experience in Customer Success, Account Management, or a similar client-facing role within a B2B SaaS company.

- Proven experience working directly with US-based customers or partners.

- A deep understanding of US business culture and communication etiquette is essential.

- Exceptional communication (written and verbal) and presentation skills in English.

- Strong analytical and problem-solving skills, with the ability to use data to drive strategic decisions.

- A "player-coach" mentality - able to think strategically but also roll up your sleeves to get things done.

- Willingness and ability to work flexible hours to ensure significant overlap with US time zones.

- Ability to use AI tools to build automations/generate productivity gains

Nice-to-Haves

- Direct experience building a partner success program or playbook from the ground up.

- Experience in a partner-facing or channel management role (e.g., Partner Success, Channel Account Manager) with understanding of the dynamics of an indirect sales and support model.

- Proficiency with CRM software (e.g., Zoho) and Customer Success platforms.

- Experience working in a remote, globally distributed team.

What We Offer

- A competitive salary and performance-based incentives.

- Comprehensive health insurance for you and your family.

- Flexible remote work policy and a healthy work-life balance.

- A significant opportunity for professional growth and to build a critical function from the ground up.

- A budget for professional development, courses, and certifications.

- Attractive equity options across all levels.

- Fun company retreats

- Personal growth and community welfare hours.

- A vibrant, inclusive, and collaborative company culture where your voice is heard and valued.

How We Work

- We use Microsoft Teams for daily communication, including standups and team meetings.

- Our culture values open discussion, ownership, and a founder mindset.

- We prioritize exceptional design, UI/UX, thorough documentation, detailed to-do lists, and data-driven decision-making.

- Team bonding is fostered through bi-monthly townhalls, destressing sessions with a certified healer, and annual company retreats.

Wobot is an Equal Opportunity Employer