Principal Partner Customer Success Manager - Remote

Overview

We are looking for an experienced and strategic Principal Partner Customer Success Manager (CSM) to lead the engagement and success of our most important systems integrator (SI) partnerships, including Deloitte, Mercer, AON, and others. You will act as the central point of contact across these strategic partnerships, working closely with our Sr. Director of Channels, while reporting into the Chief Customer Officer (CCO) organization.

In Short

• Build and grow trusted, value-driven relationships with senior stakeholders within key SI firms.
• Serve as the customer-facing and partner-facing strategic advisor for our largest shared customers.
• Drive the success of co-sold and co-delivered engagements by acting as a liaison between Payscale and partner teams.
• Develop and execute joint success plans with SI partners to ensure high-impact customer outcomes.
• Lead quarterly planning and review sessions with partner practice leads and internal stakeholders.
• Manage a portfolio of joint Payscale + SI customers with a strong focus on health monitoring, renewals, and value expansion.
• Act as the “voice of the partner” and “voice of the customer” in cross-functional conversations with Product, Marketing, Services, and Sales.
• Help define and refine SI partner success metrics in collaboration with Partner Operations.
• Monitor customer and partner health data using tools like Gainsight and Salesforce to proactively identify risk and opportunities.
• Design and lead internal Partner Days and workshops to deepen cross-functional alignment.

Requirements

• 8+ years in Customer Success, Partner Enablement, or Consulting roles with enterprise clients (SI experience strongly preferred).
• Demonstrated success managing strategic customer/partner portfolios and revenue responsibility.
• Experience working with or at Deloitte, Mercer, AON, or other SIs preferred.
• Bachelor's degree strongly preferred (MBA or Master's a plus).
• Expert at managing complex stakeholder environments and driving value realization across enterprise organizations.
• Experience working with or enabling SI partners; ability to coach and collaborate with partner resources.
• Strong executive presence, exceptional presentation skills, and the ability to influence without authority.
• Deep understanding of compensation, HR tech, and/or enterprise software implementation best practices.
• Proficient in Gainsight, Salesforce, or similar systems to manage lifecycle activities and pipeline forecasting.
• Highly resourceful, a self-starter, and comfortable working cross-functionally in a fast-paced, evolving environment.

Benefits

• Flex Paid Time Off, giving you flexibility to rest, relax and recharge away from work.
• 14 paid company holidays, including 2 floating holidays (you choose!).
• A comprehensive benefits plan including medical, dental, life, vision, disability, and life insurance covered up to 100% by Payscale.
• 401(k) retirement program with a fully vested immediate company match.
• 16 weeks of paid parental leave for birthing or non-birthing parents.
• Unlimited infertility coverage benefits through our medical plans.
• Health Savings Account (HSA) options and company contribution each pay period.
• Flexible Spending Account (FSA) options for pre-tax employee allocations.