Partner Customer Success Manager

Pay Prop and Reapit – Who are we?

Pay Prop, a Reapit company, offers a tech platform for letting agents that lets them automate every part of the rental transaction. Pay Prop is easier to use and more powerful than solutions by banks and traditional software vendors.

We’re a seasoned team of professionals with expertise in property, banking, finance, risk management and technology, as well as building and managing highly secure cloud‑based Web applications.

Worldwide, Reapit technology is used by over 78,000 agents in more than 15,000 branches, with over a million properties under management; enabling them to run their businesses, identify opportunities for growth, manage their properties, collect rent, communicate with their clients, and deliver an outstanding customer experience every time.

• Support Partner Onboarding:
  Assist in coordinating onboarding activities and helping new partners get started with the platform and tools.
• Partner Enablement:
  Support training sessions, update documentation, and help partners understand key features and best practices.
• Communication:
  Serve as a responsive point of contact for partner inquiries, escalating issues when necessary.
• Data & Reporting:
  Help track partner engagement, usage metrics, and feedback to support ongoing success efforts.
• Collaboration:
  
  Work closely with internal teams including sales, support, and marketing to ensure partners receive timely and accurate information.
• Process Improvement:
  Contribute ideas for improving partner workflows, resources, and communications based on day‑to‑day observations.
• Documentation:
  Maintain and update partner‑facing materials such as guides, FAQs, and onboarding checklists.

• 1–2 years of experience in customer success, account management, support, or partner‑facing roles (internships or part‑time work considered).
• Strong communication and interpersonal skills.
• Highly organized with attention to detail.
• Comfortable learning new software and tools (e.g., CRM, help desk, or project management platforms).
• A collaborative team player with a willingness to take initiative.
• Passion for delivering a great partner and customer experience.
• Experience in a SaaS, technology, or B2B environment.
• Familiarity with tools like Salesforce, Hub Spot, or Zendesk.

Goals:

• Understand the company’s partner strategy, value proposition, and app integrations.
• Build foundational knowledge of tools, processes, and teams.
• Start becoming the go‑to person for partner, API‑related questions.

Key Activities:

• Complete onboarding and internal training (tools, systems, product, CRM, App Market).
• Meet with key stakeholders (Partnerships, Product, Marketing, Sales, CSMs, Support).
• Review partner documentation, current integrations, and the partner lifecycle.
• Shadow partnership and sales calls to understand partner conversations.
• Gain access to and explore key platforms (Jira, Salesforce, Hub Spot, App Market, etc.).

Success Metrics:

• Onboarded and trained in all systems.
• Completed a “Partner Playbook” review.
• Introduced to at least five strategic partners or internal sponsor accounts.
• Documented understanding of partnership categories (tech, services, integrations).

Goals:

• Begin contributing to partner management and engagement.
• Support internal teams and assist in execution of partner initiatives.
• Successfully manage all incoming partner queries, P3/P4 ticket items including Partners@ inbox.

Key Activities:

• Support CSMs and Sales with partner insights and materials.
• Assist in scheduling and preparing for partner QBRs or joint campaigns.
• Help manage Jira/API tickets and support the Partnerships/Product sync.
• Track partner adoption data and user engagement using admin portal or dashboards.
• Assist in building partner enablement content or email marketing templates.

Success Metrics:

• Supported 2–3 functional or premium partner initiatives (e.g., App support, UAT, onboarding).
• Contributed to a partner newsletter, enablement asset, or training doc.
• Presented insights from partner usage or campaign data to the team.
• Positive feedback from…