Partner & Customer Operations Manager

What Are We Looking For?

Contentstack is soaring at high speeds with global expansion within our Partner Relationship and Customer Success teams, and the Partner & Customer Operations Manager will play a critical role in supporting the Partner, Customer Success, and Sales teams in driving business strategies and operational goals.  As part of the Sales Operations organization, they will support the VP of Global Partnerships and Partnerships team to execute the company partner strategy as well as lend operational support to our Customer Success and Sales teams. They will work strategically and tactically, advising and executing the most appropriate systems and processes to enable the Partnership, Customer Success, and Sales teams to achieve their business objectives. The ideal candidate is highly analytical, collaborative, and adept at balancing strategic initiatives with operational execution. If you’re looking for an opportunity to join an innovative, fun, and fast-paced team where your contributions will have a meaningful impact, we’d love to hear from you! Here’s what you’ll be doing:

Partner Operations:

• Develop streamlined onboarding and enablement processes to equip partners with the tools, training, and resources to succeed.
• Develop and document the Rules of Engagement for working with partners, ensuring our systems are set up correctly to manage these processes and that they are coordinated with the wider sales processes.
• Support the VP Global Partnerships to define and develop the partner incentive programs, certifications, and co-selling frameworks to align partner efforts with business goals.
• Track and analyze partner performance metrics, including partner-sourced pipeline, deal velocity, and contribution to ARR.
• Ensure that all the necessary reports, dashboards and scorecards are in place to effectively track and monitor the success of the partner program and the partnership team's individual goals team's individual goals
• Act as a central point of contact for partner teams, resolving operational challenges and ensuring seamless collaboration.

Customer Success Operations:

• Partner with CS leadership to refine workflows for adoption, renewals, and expansions, ensuring high retention rates.
• Build dashboards to track CS metrics, such as Net Revenue Retention (NRR), churn rates, and product usage, delivering insights to improve customer outcomes.

Sales Operations:

• Support and maintain accurate sales pipeline reports and performance dashboards to provide visibility to sales leadership.
• Support CRM (e.g., Salesforce) administration, ensuring data accuracy and alignment with business processes.

What really gets us excited about you?

• 5-8 years of experience in project or program management in Sales, Partnerships or similar partner related operations in the IT industry
• Experience with and demonstrated knowledge of Salesforce (ideally Salesforce certified)
• Experience with business intelligence platforms
• You have strong attention to detail
• You are a real team player and thrive on building strong collaboration with cross-business teams; you like to keep a lot of balls in the air
• You enjoy solving problems and have a positive attitude to supporting teammates, colleagues and partners 
• You are communicative, looking for growth and generating pipeline
• You enjoy solving problems and you also like to initiate change and think strategically within cross-functional teams
• You have a strong and positive presence, are a master in communication 
• Hold responsibility for partners, customers, and Contentstack's mutual success
• Some travel is required

Salary for this role ranges between $105,000 - 115,000 based on skill set and experience