Partner Success Manager

Partner Success Manager (PSM)

Remote, US

Description

We are seeking a Partner Success Manager (PSM) to join our growing Partner Success team. This is a strategic, post-launch role focused on proactively managing the health and growth of a defined portfolio of high-value partners.

The PSM serves as the primary success lead after launch for partners that require ongoing proactive engagement. This role is responsible for helping partners maximize the value of NMI’s platform, improving long-term partner outcomes, and identifying opportunities for expansion.

The PSM works closely with Customer Account Managers (CAMs), while serving as the internal quarterback across Support, Product, Engineering, Partner Launch, and Solutions Engineering to ensure a consistent and high-quality partner experience.

This role is not the day-to-day support owner and is not a general support function. Instead, the PSM proactively manages partner health, coordinates internal resources, drives accountability on strategic issues, and helps surface opportunities to strengthen retention and growth.

What You’ll Do

Partner Ownership, Health & Growth

• Own the proactive post-launch success motion for a defined portfolio of strategic and high-value partners.
• Build strong relationships with key partner stakeholders and serve as the primary post-launch success lead for assigned accounts.
• Partner closely with Customer Account Managers (CAMs) to align on partner priorities.
• Monitor partner health across product utilization, support trends, and strategic risk indicators.
• Identify friction points and develop action plans to improve outcomes.
• Drive awareness and adoption of relevant NMI products, capabilities, enhancements, and best practices.
• Contribute to business reviews, partner success plans with data-driven insights and recommendations.
• Provide partner health and performance insights to support retention planning and renewal readiness.

Risk Management & Coordination

• Act as the internal quarterback for assigned partners, coordinating Support, Product, Engineering, Partner Launch, Solutions Engineering, and CAM resources to remove blockers and improve partner outcomes.
• Escalate and manage complex or high-priority partner issues through internal channels, ensuring accountability, communication, and follow-through.
• Partner with Support to monitor recurring issue patterns, identify root causes, and help drive resolution plans for strategic partners.
• Capture and communicate partner feedback, recurring pain points, and product gaps to internal stakeholders to improve the overall partner experience.

Expansion Support

• Identify signals for cross-sell, upsell, or re-solutioning opportunities based on partner performance, evolving business needs, and platform usage trends.
• Partner with CAM and Solutions Engineering when deeper solution design or strategic expansion support is needed.
• Use partner performance data and industry insights to help shape expansion opportunities and account planning.

What You Bring

• 3-5+ years of experience in Partner Success, Customer Success, Strategic Account Management, Technical Account Management, or a related post-sale role in FinTech, Payments, SaaS, or platform-based technology environments.
• Strong understanding of payment processing and partner ecosystems, including ISVs, ISOs, and acquiring relationships.
• Experience managing large, complex, multi-stakeholder partner relationships in a strategic and consultative capacity.
• Proven ability to drive product adoption, improve partner health, reduce risk, and support revenue expansion within existing accounts.
• Strong analytical and operational mindset, with the ability to interpret performance data, identify trends, and translate insights into action plans.
• Demonstrated ability to lead cross-functional coordination across Support, Product, Engineering, Sales, and post-sale delivery teams.
• Excellent communication and stakeholder management skills, including the ability to lead business reviews, manage escalations, and influence internal teams.
• Comfortable operating in a fast-paced, evolving environment where processes and playbooks continue to mature.

About Us

We enable our partners with choice, and challenge the one-size-fits-all approach to payment. You’ve probably used NMI in the last 24 hours without even realizing it. We’re the platform that powers success for innovative tech created by SMBs, entrepreneurs and fintech startups. We’re creative problem solvers who help visionaries smash through boundaries and think beyond what’s possible so they can think about what’s next. But we’re not just built for the tech savvy. We democratize the latest payments technology so that everyone can realize the benefits of easy payments across the full spectrum of commerce. We’re all about enabling more payments in more ways and more places.

We believe that having a diverse group of employees strengthens both our work and our workplace. We’re focused on making NMI more diverse and welcoming with initiatives like having a dedicated Diversity, Equity & Inclusion action group, diversity goals for hiring, anonymized resume screening, affinity groups such as our Women's network and LGBTQ+ Network, open forums for discussions on diversity and social justice, and measuring inclusion and belonging as part of our regular employee engagement surveys.

Do you feel like you have a slightly out of the ordinary career path or history? We are open to all walks of life and very willing to hear your story. Please don’t feel like this should be a barrier to securing a great career at NMI! We appreciate success can come in all shapes and sizes. Fill in the ‘Additional Info’ box on our application to tell us more about your path.

We are an Equal Opportunities employer and will provide reasonable support throughout the recruitment process to applicants who have a disability. Please let us know in advance so that any support, aids or adaptations can be put in place to assist you.

Please be aware that all offers of employment are made subject to receipt of satisfactory background and financial checks.

Benefits

• Competitive compensation
• Flex PTO Policy
• Health, Dental and Vision Insurance
• Life, ADD, Short-term and Long-term Disability insurance
• 401k matching up to 4% after two months of service
• Flexible Spending Account
• 13 Paid Holidays
• Bonusly colleague reward
• Employee referral program
• Paid Parental Leave

Equal Opportunity
NMI is committed to providing equal employment opportunity for all persons regardless of race, color, religion, sex, age, marital status, national origin, sexual orientation or sexual identity, genetic information, citizen status (except those that do not have the legal right to be employed in the United States), disability, military service, service member, veteran status, or any other basis protected by applicable law.

Applicants must be authorized to work in the United States. As part of the selection process this role may require an assessment and professional references to determine suitability. An offer will be subject to financial and criminal background checks.