Senior Partner Success Manager

Location: Remote within the US

Salary Range: $81,000- $90,000

Offers will vary based on location-based cost-of-living calculations.

• Supervisory role: Yes
• Classification: Exempt, Full-time
• Union role: No

About our organization:

Democracy Works helps millions of Americans vote by providing reliable, useful voting guidance through the sites, apps and groups they trust.

We’re a nonpartisan, nonprofit organization that works with election officials across the country, as well as tech platforms like Google and TikTok, nonprofit groups like Hispanic Federation and DoSomething, academic institutions like Princeton University and University of Florida, and workplaces like Starbucks and Salesforce to help voters whenever and wherever they need it.

Democracy Works is committed to serving all voters. As an organization, we strive to foster an inclusive workplace that allows us to learn from each other’s unique perspectives to inform our work.

The impact you’ll make:

As a Senior Partner Success Manager, you will be responsible for driving partner engagement and product adoption to help us reach as many voters as possible. You will work directly with partners to maximize the adoption and impact of our voter engagement tools, while also collaborating cross-functionally to position our offerings effectively.

You will: 

• Become an expert on the needs of our partners, our vision and current offerings, and the competitive landscape for voter engagement solutions and APIs 
• Drive adoption and usage by developing and executing tailored engagement strategies that ensure partners effectively implement and maximize the impact of our tools
• Proactively analyze adoption trends to refine partner engagement approaches
• Collaborate effectively with cross-functional teams, including sales, marketing, and product development, to align efforts and maximize impact opportunities
• Own the full partner lifecycle, including onboarding, implementation coaching, ongoing technical support, and renewal
• Coach partners to get the most out of our range of offerings, particularly those that involve technical implementation 
• Proactively identify and address partner challenges, ensuring a high level of satisfaction 
• Inspire partners to leverage product updates, new features, and best practices 
• Lead, develop, and inspire a small high-performing team managing individual partner portfolios, ensuring staff are equipped to build strong, strategic relationships
• Foster staff growth and impact through ongoing coaching and thoughtful performance management
• Explore emerging best practices in customer success and civic technology to continually improve engagement strategies
• Represent Democracy Works in external presentations and speaking opportunities
• Travel up to 10%
• Execute on other tasks as may be assigned 

You are someone with: 

• 4-6 years of experience in customer success or account management in a B2B SaaS context
• 1+ years of experience managing direct reports
• Proven experience in building and maintaining strong customer relationships
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Experience supporting technical integrations including widget embeds and APIs and communicating with partner developers
• Experience working closely with product development colleagues 
• Experience leading or substantively contributing to go-to-market strategies in collaboration with marketing teams
• A bias towards action, proactively solving problems as they arise to ensure both new projects and ongoing operational goals and deadlines are achieved
• Experience using project management tools (e.g. Jira, Asana) and customer relationship management (CRM) software (e.g. Salesforce) to help partners get the most out of offerings 
• Experience in the voter engagement or political technology sector is a plus

How we work

Because elections take place everywhere, our employees work from all across the country. We embrace working remotely as the default. Our positions require regular, daily use of a computer (including the use of G-Suite and Slack) to conduct work and communicate with colleagues. We also have regular operating hours (10 am to 6 pm Eastern, Monday to Friday).

For those who prefer to work from an office, we are headquartered in Brooklyn, NY. We are happy to share more details about the office, including accessibility information, as on-site visits are planned. 

There may be travel for occasional staff retreats or meetings as part of certain roles.

Benefits

As a member of the team, some of the benefits you’ll enjoy include:

• 100% employer-paid medical, dental, and vision option for you and your dependents
• 12 floating holidays and 25 days of Paid Time Off (PTO) per year
• 12 weeks of paid parental leave
• $1,000 per year towards professional development activities

We also offer a 403(b) retirement plan, stipends for equipment and internet reimbursement, and annual Calm or Headspace subscription reimbursements.

To Apply

Please attach your resume and answers to the following questions:

• How did you find this job listing?
• Why are you interested in this role and working at Democracy Works?
• If a customer isn’t making full use of a product or feature, what are some things you would consider doing to help boost adoption?
• Do you have experience with any of the following? Check all that apply:
• Widget embeds 
• APIs 
• Customer Relationship Management system integrations 
• Please briefly explain your selection(s). 
• Describe your management style and experience (team size, years of experience, etc.). 
• This is a remote position; however, it may require occasional travel up to 10% for staff retreats and conferences. Are you able to meet the travel needs of this role? (Y/N)
• Are you authorized to work lawfully in the United States for Democracy Works?

Our Commitment to Equitable Hiring

Democracy Works is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. 

As part of our application, you’ll see an optional form used to collect U.S. Equal Employment Opportunity Commission (EEOC) demographic information. Please note the categories used in this survey are set by the EEOC and may not reflect all existing categories.The data collected in this form is anonymized and is used in our EEOC reporting and in ongoing assessment of our recruitment practices. 

Democracy Works follows the I-9 requirements of the Immigration Reform and Control Act of 1986. Immigration sponsorship is not available for this position, and you must possess your own work authorization in the U.S. now and in the future to continue working in this position.

Please reach out to hr@democracy.works if you have any questions about our process or if you need an accommodation for a medical condition during the hiring process.