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Responsibilities
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.About the RoleThe Partner Success Manager (PSM) is responsible for protecting and retaining recurring revenue across the partner channel ecosystem, ensuring high partner health, successful renewals, and long-term value realization.This role is primarily focused on renewals (90% partner renewals / 10% customer renewals in 2026) and acts as the quarterback of the renewal process, leading structured execution across the renewal lifecycle.The PSM operates as a retention and adoption-focused partner to the business, working closely with Channel Account Managers (CAMs) and Partner Enablement Managers (PEMs) to ensure clarity of ownership and disciplined execution. The role is operationally rigorous and data-driven, with a strong emphasis on forecasting, governance, and risk mitigation.What will you do?Renewal Ownership & Revenue ProtectionOwn the end-to-end renewal process for partner-managed recurring revenue (base ARR), ensuring high retention and predictable outcomes.Lead renewal orchestration and execution, including 120-day pre-renewal planning cyclesBuild and maintain accurate renewal forecasts and risk visibilityEnsure on-time renewal completion and revenue protectionManage self-provisioning partner book of businessDrive structured renewal governance and accountability across stakeholdersPartner Health & Risk ManagementEstablish proactive partner health management to identify and mitigate churn risk.Define and operationalize partner health scoring frameworksMonitor adoption, usage, and value realization signalsIdentify early indicators of risk and execute mitigation strategiesLead QBR cadence and governance processes to maintain partner alignmentPartner Engagement & Value RealizationAct as a trusted advisor to partners, ensuring they achieve measurable value from Smarsh solutions.Drive adoption strategies and success plans aligned to partner outcomesSupport legacy agreement transitions and contract normalizationLead escalation management and coordinate internal resources to resolve issuesEnsure consistent engagement across the partner lifecycle, particularly approaching renewalCross-Functional AlignmentOperate as a central coordination point across Channel functions.Partner with Channel Account Managers on expansion signals, pricing alignment, and commercial strategyCollaborate with Partner Enablement Manager to ensure enablement readiness and product adoptionEngage Channel Account Manager when expansion opportunities, pricing changes, or competitive risks ariseMaintain clear role boundaries to support the broader channel operating modelRole Scope & BoundariesOwns:Renewal orchestration and forecasting (base ARR)Partner health, risk identification, and retention strategyGovernance processes and QBR coordinationAdoption and value realization Does Not Own:Net new partner acquisitionExpansion quota or pipeline generationHeavy commercial negotiationPartner onboarding or training deliveryThis role is focused on revenue protection, not revenue creation.What will you bring?Retention & Operational ExcellenceProven experience managing renewals, retention, and recurring revenue modelsStrong forecasting discipline with the ability to manage risk and ambiguityStructured operator with a process-driven mindsetPartner & Customer Success LeadershipExperience working within partner channel ecosystemsAbility to build trust and influence partner stakeholders at multiple levelsStrong focus on value realization and adoption strategyCross-Functional CollaborationExperience working in matrixed environments across Sales, Operations, and EnablementAbility to navigate role boundaries and drive aligned executionStrong communication and stakeholder management skillsQualifications5-10 years in Customer Success, Partner Success, Account Management, or similar rolesExperience in SaaS or recurring revenue environmentsStrong understanding of renewal processes, forecasting, and retention strategiesExperience with CRM platforms (e.g., Salesforce) and data-driven decision makingAnalytical, structured, and execution-focusedAbout our cultureSmarsh 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 Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.
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