Channel Customer Success Manager

We are seeking a highly motivated Customer Success and Channel Sales Manager to join our team in India. In this hybrid role, you will be responsible for enabling and supporting local partners, driving customer success strategies, and expanding cross-sell and upsell opportunities across our product portfolio.

This role blends customer success best practices with sales expertise: you will build trusted relationships with local MSPs and partners, ensuring successful solution adoption and maximizing their investment in Resolve's platform.

The ideal candidate has a passion for partner engagement, customer value delivery, and proactive growth, with experience supporting complex, enterprise software solutions in dynamic, high-growth environments.

Responsibilities

• Act as a trusted advisor for partners and customers, helping them maximize the value from their investment in Resolve.
• Enable and support partner organizations in India to successfully position, sell, and deliver Resolve solutions.Drive the execution of customer success strategies, including adoption plans, value realization, and renewal strategies.
• Identify and develop cross-sell and upsell opportunities through partners and direct engagement with customers.
• Monitor partner and customer satisfaction metrics, addressing risks and identifying expansion opportunities proactively.
• Deliver regular enablement training, sales tools, and product updates to partners.
• Partner closely with Sales, Product, and Professional Services teams to align customer/partner needs with business priorities.
• Build and maintain a repository of best practices, case studies, and success stories in the India market.
• Support escalations and serve as a liaison between partners/customers and internal technical teams to ensure swift resolution.
• Provide actionable feedback to Product Management regarding market needs, feature enhancements, and competitive insights.
• Contribute to strategic business reviews and executive updates with key partners and accounts.

Qualifications/Experience

Required Qualifications

• 5+ years of experience in Customer Success, Channel Sales, or Account Management roles, preferably in enterprise software.
• Proven track record of growing partner-led business and improving customer satisfaction, adoption, and retention.
• Strong communication, relationship-building, and presentation skills.
• Organizational skills to manage multiple activities, timelines, and partner/customer needs simultaneously.
• Ability to thrive in a fast-paced, high-growth, multi-tasking environment.
• Experience collaborating across teams in a matrixed organization.
• Comfortable leading customer and partner meetings, executive briefings, and enablement sessions.
• Proficiency in Salesforce CRM, Microsoft Office Suite, and virtual collaboration tools (Zoom, Teams, etc.).
• Bachelor’s degree in Business, Technology, or related field preferred.

Preferred Qualifications

• Experience with IT operations, automation, or AIOps technologies.
• Knowledge of channel sales processes and partner programs.
• Experience working in an international team across multiple time zones.
• Familiarity with tools like Gainsight, Vitally, or other customer success and enablement platforms.