Partnership Success Manager

Description

Papaya Global is a rapidly growing, award-winning B2B tech unicorn with a mission to revolutionize the payroll and payments industry. With over $400M raised from top-tier investors, our innovative technology provides a comprehensive solution for managing global workforces, from hiring and onboarding to managing and paying employees in over 160 countries. 

We are looking for a Partner Success Manager to join our Finance team at Papaya Global. Prior experience working in the workforce or payroll industry is a must.

Key Responsibilities: 

Partner Relationship & Account Management 

• Act as the main point of contact for Papaya’s partners (In-Country Team - ICTs) 
• Build strong, long-lasting relationships through regular meetings, reviews, and strategic planning 
• Drive partner engagement, satisfaction, and performance 
• Manage escalations with a proactive and solutions-oriented approach 
• Ensure partner alignment with business goals, SLAs, and performance standards 

Project & Operational Excellence 

• Lead and coordinate strategic client cycles, onboarding, and transition plans 
• Monitor and support high-risk clients and complex implementations 
• Optimize communication flows and operational processes between partners and internal teams (Finance, Legal, Service Delivery, Account Management, etc.) 

Commercial & Strategic Oversight 

• Oversee commercial aspects including service scope documentation and pricing alignment 
• Contribute to strategic growth by identifying opportunities to expand and strengthen the partner network 

Data & Knowledge Management 

• Maintain accurate partner data in Salesforce, leveraging AI-enabled tools to generate reports, insights, and performance analysis. 
• Develop and maintain a centralized knowledge base to reduce dependency on ICTs and internal teams 
• Promote knowledge sharing and process consistency across regions and projects 

Performance & Process Optimization 

• Evaluate partner performance regularly, leveraging data and AI-driven insights to identify trends, risks, and continuous improvement opportunities. 
• Establish and maintain clear operational guidelines and best practices 
• Actively manage workflows, SLAs, and service delivery standards 

Requirements

• 5 years’ experience in partner success, account management, or operations in a global environment 
• Exceptional interpersonal and communication skills 
• Strong analytical and problem-solving abilities 
• Experience with Salesforce and AI-enabled tools used for partner management, operational analysis, reporting, and workflow optimization. 
• Comfortable managing multiple projects and priorities 
• Fluent in English; additional languages are a plus 
• Background in payroll, HR tech is a big advantage