Success manager – partners @ pia automate it – remote

Our client is an AI-first IT service desk automation platform built for managed service providers. The product integrates with existing ITSM tools to speed ticket resolution, improve service outcomes, and reduce cost to serve. Launched in 2022 by one of Australia’s largest MSPs, the business now supports partners across Australia, New Zealand, the US, UK, and Canada, backed by a global technology patent and more than 100 integrations.

They are hiring a Customer Success Manager – Partners to own a portfolio of MSP partners. You will be their trusted point of contact: driving adoption, protecting retention, and growing spend. Success is measured by partner health, on-time renewals, expansion, and Net Revenue Retention. The role reports to the Partner Success Team Lead.

What you will do

• Build and run tailored onboarding plans so partners reach time-to-value quickly, with clear utilisation goals and adoption milestones.
• Spot low-adoption and churn risk early, and put remediation plans in place before renewal.
• Own renewals for your book, on time and on terms that protect margin.
• Find expansion: move partners from usage-based to unlimited plans, and recommend automations and integrations that increase reliance and spend.
• Hand qualified opportunities cleanly to the sales team.
• Track partner health, ROI, and quarterly net ARR growth across renewals, upsells, and usage.
• Be the voice of the partner internally. Relay product feedback to Product, Sales, and Operations, and work with Partner Integration and Support to clear technical blockers.
• Convert legacy or expired support arrangements onto the current product offering, and keep partners current on the roadmap.
• Contribute to partner-success playbooks so the wider team improves, not just your book.

What you bring

• Proven experience in customer success, partner success, or account management in SaaS or technology, with a track record of renewals and account growth.
• Experience with MSPs is strongly preferred.
• Familiarity with ITSM platforms such as ConnectWise or Kaseya is an advantage.
• Comfort managing a portfolio: CRM and customer-success tools, health scores, and a clear view of adoption and commercial risk.
• Consultative selling and negotiation skills, without losing the trusted-advisor relationship.
• Clear written and verbal communication, and the confidence to build rapport with partner stakeholders and internal teams.
• Organised, self-motivated, and able to prioritise in a fast-moving environment.
• Happy to work independently inside a collaborative team.

This is a high-visibility seat in a business that is still early in a global expansion. Our client is offering a competitive salary, benefits, and genuine room to grow with the product.