Partner Success Manager

DevRev’s AgentOS, purpose-built for SaaS companies, comprises three modern CRM apps for support, product, and growth teams. It connects end users, sellers, support, product people, and developers, reducing 9 business apps and converging 6 teams onto a common platform. Unlike horizontal CRMs, DevRev takes a blank canvas approach to collaboration, AI, and analytics, enabling SaaS companies to increase product velocity and reduce customer churn. DevRev is used by thousands of companies in search of low latency analytics and customizable LLMs to thrive in this era of GenAI. Headquartered in Palo Alto, California, DevRev has offices in seven global locations. We have raised $100 million in funding from investors like Khosla Ventures and Mayfield at a $1.1 billion valuation. We are also honored to be named on the Forbes 2024 list of America’s Best Startup Employers. Founded in October 2020 by Dheeraj Pandey, former co-founder and CEO of Nutanix, and Manoj Agarwal, former SVP of Engineering at Nutanix, DevRev continues to push the boundaries of innovation, helping thousands of companies thrive in the rapidly evolving landscape of AI-driven SaaS.

We are looking for a Customer/Partner Success Manager to ensure we work hand-in-hand with partners to ensure partners realise maximum value from DevRev. You will be a key advisor throughout the customer lifecycle, from onboarding through adoption and optimisation, ensuring DevRev’s partner helping customers transform with the power of conversational AI and others DevRev platforms.

Objectives of this role will include:

• Develop Plan and Key Success Metrics to enable partner and ensure their success.
• Need to create forward looking plan for Partner and Devrev’s customer success. It should start with key customer outcomes to achieve and then drilled down to partner initiatives and success metrics.
• Enable partners on DevRev platforms and internal processes to carry out implementations and manage project plan with limited guidance.
• Need to work with partners to proactively manage accounts to maximise customer value and drive tangible business growth and ROI for the customer and DevRev.
• Work with partners on daily basis to lead customers through onboarding; owning the implementation plan with partner, developing product adoption strategies, and providing technical subject matter expertise and guidance.
• Own E-2-E customer relationship after pre-sales phase, closely working with partners to develop new ways of helping customers increase the usage of our products.
• Work with partners and customers to enable integration of DevRev with customers’ existing tool stack by utilising available DevRev snap-ins and identifying specific needs for customisations.
• Work with partner to provide a consultative approach to helping customers map critical workflows (e.g., mapping before and after process flows).
• Be self-sufficient across customer engagements while keeping constant feedback loops back to all key stakeholders including: Partners, Engineering, Product, Design, Customer Enablement, Revenue, Marketing, etc.
• Conduct data analysis about customers’ usage to share insights, drive decision-making, and prioritise.

Ideal Candidate Qualifications:

• At least 3+ years of experience in partner management
• At least 5+ years of experience in stakeholder management
• 10+ years of prior experience in Consulting, Solution Architecture, Customer Success or equivalent history of increasing satisfaction, adoption, and retention.
• Knowledge of software development, technical support, and customer sales and success lifecycle. Technical knowledge of web solutions including APIs and Webhooks. Knowledge of Data analytics (SQL) or similar technical skills are also valued.
• Outstanding communication (written and verbal), with fluency in English.
• Comfort operating in a fast-paced, high-demand, global environment.
• Result oriented work-style, ability to get things done, and a learning mindset.

Culture

The foundation of DevRev is its culture -- our commitment to those who are hungry, humble, honest, and who act with heart. Our vision is to help build the earth’s most customer-centric companies. Our mission is to leverage design, data engineering, and machine intelligence to empower engineers to embrace their customers.

That is DevRev!