Partner Success Manager

Your Role

What You’ll Do

• Build strong, trust-based relationships with assigned partners to support satisfaction, retention, renewals, and overall account health.
• Guide partners in using our programs and services to improve outcomes, increase adoption, and reach their institutional goals.
• Represent partner needs internally and advocate for enhancements that strengthen the partner experience and inform product, service, and process improvements.
• Collaborate closely with Institutional Relations, Student Advising, Academics, Finance, Marketing, Health & Safety, and other internal teams to deliver a coordinated partner experience.
• Track partner performance, enrollment trends, adoption metrics, satisfaction scores, and tailored/cohort program outcomes. Share insights and recommendations with the account team.
• Communicate and mediate Level I student incident reports in collaboration with Health & Safety and Institutional Relations.
• Maintain accurate records of partner engagement, advising notes, adoption metrics, and student outcomes in Salesforce or similar systems.

Tailored & Cohort Program Ownership

• Manage the implementation of tailored and cohort programs, coordinating with internal teams to ensure accurate delivery, serving as the primary point of contact across the full program lifecycle.
• Own and maintain opportunity records in Salesforce, ensuring program, housing, advising, and forecasting details remain current and accurate.
• Lead the rollover process for repeat programs and coordinate with Custom Program Development on contracts and agreements.
• Oversee partner-facing aspects of the visa support process, including events, while collaborating with Enrollment Operations on student support.

Campus Engagement & Relationship Building

• Attend partner fairs and campus events when possible, especially for large cohort programs or key recruitment periods.
• Participate in occasional campus visits to support partner onboarding, introduce tailored/cohort programming, or strengthen the relationship during important recruitment moments.

KPIs & Success Measures

• Net Revenue Retention
• Time to Value
• Customer satisfaction and retention
• Cohort/tailored program renewal and retention
• Accuracy and timeliness of opportunity management
• Partner engagement and adoption indicators

What Makes a Great Candidate

• 3+ years of experience in customer success, account management, or partner relations.
• Demonstrated ability to drive customer satisfaction, retention, and adoption outcomes.
• Strong proficiency in Microsoft Office (Word, Excel, Outlook).
• Excellent communication skills with the ability to represent the voice of the customer internally.
• Commitment to inclusivity and multicultural engagement.

Bonus Qualifications

• Experience in international education or higher education administration.
• Background in studying, living, or working abroad.
• Proficiency with Salesforce or other CRM systems.
• Bachelor’s degree or higher.

Core Competencies

• Exceptional organizational and time management skills.
• Strong interpersonal and relationship-building abilities.
• Analytical mindset with comfort using data to inform decisions.
• Ability to influence across teams and build consensus.
• Self-starter with confidence working remotely in a fast-paced environment.

Who We Are:

Why You’ll Love CEA CAPA:

• Wellness & Snacks (In-Office): Fresh Fruit Wednesdays, coffee bar, wellness room, andergonomic workspaces. 
• Time Off & Giving Back: 12 paid holidays, generous PTO, and up to 8 hours paid volunteer time—because balance matters. 
• Support for Your Whole Life: Comprehensive health, dental, and vision coverage, benefits for domestic partners, paid parental leave, and compassionate time off for life events—because caring for your loved ones matters. 
• Fun & Community: We encourage team connection and celebration, from office events to informal get-togethers and virtual hangouts—exact activities vary by team.