Channel Partner Success Manager

Harvard Business Publishing (HBP) – the leading destination for innovative management thinking. We reach lifelong learners to improve the practice of management in a changing world. This mission inspires each of us to unlock the leader in everyone – including you

The opportunity
Harvard Business Impact is seeking a highly motivated
Channel Partner Success Manager
(CPSM) to drive the successful onboarding, enablement, and ongoing engagement of our Channel Partners and to manage partner performance over the full lifecycle—working closely with Strategic Partnership Account Owners. This role will reside within Harvard Business Impact Enterprise's Customer Success Team. The CPSM will be responsible for Partner Enablement, Performance Management, and Lifecycle Management to maximize partner success and satisfaction while aligning with HBP's strategic objectives. The CPSM will enable partners to deliver successful experiences to their clients.

Key Responsibilities
Enablement

• Develop and implement structured onboarding programs for new partners.
• Develop and conduct training and certification programs to ensure partners fully understand and can effectively deliver HBP's learning products and services.
• Provide ongoing support, resources, and best practices to enable partners in positioning, selling, and delivering HBP products and services; educate partner about enhancements and releases.
• Create and manage knowledge-sharing initiatives, including partner portals, webinars, and documentation.
• Work cross-functionally with marketing, product, and support teams to support partners and drive mutual success.
• Liaise with the Technical Integrations team to ensure successful integrations with Channel Partners delivery systems/portals.
• Act as the primary point of contact for partner-related inquiries, ensuring timely resolution of issues.
• Coordinate with internal enablement or Partner Marketing (CS Marketing?) teams to ensure consistent partner-facing messaging and asset availability.

Performance Management

• Ensure channel partner reporting compliance and that data is collected and stored so it can be easily accessed and used for performance management.
• Establish key performance indicators (KPIs) for each channel partner.
• Track partner performance against these KPIs and conduct regular business reviews with partners to assess performance and end-client satisfaction; identify challenges and develop action plans for improvement where necessary.
• Collaborate with internal teams to optimize partner experiences and remove roadblocks to success.
• Maintain dashboards to track partner health, revenue contribution, compliance, and satisfaction metrics.
• Contribute to the optimization of Gainsight for Partner Relationship Management/'Through Partner' Customer Success and/or the selection/optimization of a new Partner Relationship Management (PRM) system, if deemed applicable.

Lifecycle Management

• Contribute to the development of a formal and publicized Regional Channel Partner Program and develop long-term engagement strategies to retain and grow Channel Partner relationships.
• Identify opportunities for expansion and increased adoption and manage the renewal process in a strategic manner—working closely with the Strategic Partnerships Account Owner.
• Gather feedback from partners to inform product and service development as well as Harvard Business Impact's strategic partnerships strategy.
• Work with Enterprise Risk Management to manage evolving risks, update contractual terms as needed, and identify appropriate intervals for conducting due diligence.
• Oversee the termination process, ensuring that procedures and protocols are followed.
• Act as a strategic advisor across the full partner lifecycle—ensuring engagement at key milestones such as onboarding, renewal, program evolution, and transition.

Qualifications & Skills

• Experience: 5+ years in Customer Success, Partner Management, or related roles within the EdTech, SaaS, or corporate learning space.
• Knowledge: Strong understanding of digital learning solutions, partner ecosystems, and customer success strategies.
• Communication: Excellent verbal and written communication skills, with the ability to present complex information clearly and effectively and lead consultative conversations.
• Collaboration: Cross-functional collaboration (e.g. Marketing, Product, and Support functions)
• Relationship Management: Strong interpersonal skills with a proven ability to build and nurture relationships with partners and stakeholders.
• Data and Analytical Thinking: Proven experience managing data sets and creating dashboards. Ability to analyze performance metrics and derive actionable insights.
• Project Management: Strong organizational skills and the ability to manage multiple partners and projects simultaneously.
• Tech-Savvy: Familiarity with Learning Management Systems (LMS), Learning Experience Platforms (LXP), and CRM and Customer Success platforms such as Salesforce, Gainsight, or similar tools. Experience with Partner Relationship Management (PRM) systems such as Salesforce PRM, Impartner PRM or similar tools is highly desirable.
• Growth mindset: Comfortable problem solving, wearing multiple hats, working in fast-paced environment, and taking on difficult challenges.
• Occasional international travel required.

What We Offer
As a mission-driven global company, Harvard Business Publishing is committed to fostering a culture of inclusion, trust, and engagement where everyone is welcome, valued, respected, and feels they belong. In addition to a competitive compensation and benefits package, we offer meaningful programs focused on career development and employee wellness, such as education reimbursement and early-release Summer Fridays

HBP is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.