Partnership Success Manager

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