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Partner Success Manager Customer Success · Berlin · Hybrid Remote



This job is no longer accepting applications

See open jobs at Ultimate.ai.
Customer Service, Sales & Business Development
Berlin, Germany
Posted on Tuesday, December 5, 2023
Customer Success · Berlin · Hybrid Remote

Partner Success Manager

Please note, to apply you must have the right to work in Germany. We are not able to provide visa sponsorship for this position.


Imagine a virtual customer support agent that works 24/7, speaks 109 languages, and instantly and intelligently gives customers the answers they’re looking for.

You don’t need to imagine because that’s Ultimate - the customer support automation platform you won’t outgrow.

Powered by industry-leading AI, a laser-focus on customer experience and a world-class team across the globe, we’re committed to bringing joy and innovation to customer service. With customers regularly ranking us #1 on G2, it’s no wonder some of the best brands in the world have already scaled their digital support with Ultimate - from Vodafone to Finnair, Zendesk to Zalando.


At Ultimate, careers accelerate. New opportunities arise as the company is constantly evolving and our Finnish, no-ego culture means that everyone has a seat and a voice at the table. You’ll learn from some of the best and brightest minds, as well as having the opportunity to show us your brilliance and see the impact of your work. We truly offer career-defining opportunities.

With hubs in Helsinki, Berlin and London, alongside our ever-growing global remote workforce, you get to choose a working environment that suits you.

And we are proudly diverse - over 35 nationalities make up our worldwide team. Our Nordic ethics have created a culture where we can all lead by example and shape the company - and industry - we want to see, together.


We are delighted to be hiring a new position to our established Partner team here at Ultimate. This role is about taking us to the next level and is being recruited due a direct result of our growth as we build out our partner ecosystem. The Partner Success Manager will play a major role in the management of our relationships with Partners and will be instrumental in advancing the partner programme. This is the perfect opportunity for an ambitious Success Manager who wants to have a big impact.

  • You are part of our distributed Partnerships organization working within the Customer Success team (reporting to the Director of Professional Services) with a goal of building & leading our Partner Success function.

  • You are contributing to optimal partner experience by training and enabling our partners to become experts on the Ultimate platform.

  • You are responsible for both managing our partner support requests and also proactively anticipating them by offering advice & guidance on the solutions they build for their customers.

  • You train and certify our Partners on how to onboard and lead complex implementations on the Ultimate platform and help them build expertise within their organization around our platform and industry.

  • You help Partners define and build their service offerings around our platform.

  • You are the trusted advisor for the partner’s customers on use-case and product functionality. You identify customer-specific goals and needs - and, based on those, provide recommendations for the best use and application of our product to our partners.

  • You are the voice of our partners with our Product department driving our partner roadmap forward.

  • You are delivering and communicating ROI for your partners, influencing lifetime value through high product adoption, customer satisfaction, and overall NPS scores.

The Ultimate Success: How will you know you're performing in the role? Well, we'll be looking at some of the below:

  • pNPS

  • Certification completed

  • Sourced Revenue / ARR Growth (contribution to)

  • Overall, we are looking to YOU to build and develop your own framework for monitoring and evaluating success


We’re looking for a perfect storm of ambition, communication and execution, with a passion for innovation and exceeding targets, initiating & building long-term partner relationships and owning the partner lifecycle.

  • Strong experience Customer/Partner Success role at a SaaS technology company.

  • Experience in Success or Partnerships at one of our CRM partners (Salesforce, Zendesk, Freshworks) or within the CRM market is a huge bonus.

  • Technical and product knowledge, as well as an understanding of industry trends and the key players in the competitive landscape.

  • Strong business acumen and relationship management, proven ability to influence others, strong analytical skills leading data-driven analyses, and influencing results.

  • Highly organized, multi-tasking skills, take ownership and be efficient in ambiguous situations.

Who you are:

  • You are a self-starter, naturally analytical and used to driving initiatives with multiple stakeholders involved.

  • You are a great listener, with strong skills in communication, problem solving and time management and a high motivation and ability to work within a team.

  • You feel comfortable joining a growing business unit and taking initiatives that help the Partnerships organization succeed.

  • You want to create great solutions with our partners and make sure to spread the word on what the Ultimate solution would look like.

  • Possess a continuous improvement mindset

The Ultimate Hiring Process:

  • Call with a Talent Partner: 20-30 mins

  • Hiring Manager Interview: 30-45 mins

  • Challenge Stage: 60 mins

  • Final Interview with VP of Sales and VP of Customer Success


    Transparency is important to us, so we want to be clear about what the Ultimate opportunity means for you:

    • Generous PTO policy of 28 days per year.
    • Truly flexible working. Office, home-based or a mix of both, you work where it works for you. (A stylish, well-lit Kreuzberg-based office).
    • We recognise that you bring your best and we show our appreciation with actions, not just words - our competitive salaries and generous stock options program ensures that our success is your success.
    • Personal Growth Allowance for you to spend on whatever it is that makes you thrive - whether it’s a coding course, learning a new language or that pottery course that keeps on popping up on your feed, we’ve got you covered.
    • Team Events all year long - meat-free BBQs, stand-up paddle boarding, volleyball… you name it, we’ll organise it, plus team off-sites to unite because we’re better together.
    • A truly diverse team awaits you. 40% of our workforce identify as female and we come from over 35 nationalities.

    Our Commitment to You:

    Recruiting and developing a diverse range of talent is critical to our growth philosophy. We understand we might need to adapt our process and we’re happy to cater to any adjustments you may require. Please let the Talent team know if we can help you with the application process in any way and at any stage.

    If you want to find out more about us check out our Ultimate Open Culture which will provide a deep dive into life at Ultimate. Here’s our behind-the-scenes social media too: Ultimate Life.

    We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, or disability status. Ultimate prohibits discrimination and harassment of any kind: Ultimate is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

    Customer Success
    Remote status
    Hybrid Remote


    The Ultimate Perks

    • Great Compensation

      You bring your best and so do we. This means we recognize real impact and show appreciation with actions, not just words.
    • Stock Options

      As we succeed, everyone gets to share in the spoils. Join our journey into a billion-dollar company and reap the rewards.
    • Scaled Professional Growth

      Your success is our success. We’re passionate about internal promotions and providing our people the best opportunities.
    • Bespoke Personal Growth

      Whether you want to learn a language, train for a marathon or take a coding course, our personal development budget has you covered.
    • Flexibility, Globally

      Everyone has a different circadian rhythm and is encouraged to work during their own superpower hours, plus preferred location.
    • Trust is our No.1 Value

      Our founders are passionate about trusting people to do their best work. You’ll feel it from day one.

    The Ultimate Team

    We're smart, enthusiastic and mission-driven about changing the world of customer support. Great culture is core to that - because we believe people are more inventive when inspired, more productive when passionate and more resourceful when recognised.

    We trust our people to be brilliant and empower them to own their impact. Join our team and work alongside some of the smartest people we know.

    About Ultimate

    Founded in 2016
    Co-workers 160
    Customer Success · Berlin · Hybrid Remote

    Partner Success Manager

    This job is no longer accepting applications

    See open jobs at Ultimate.ai.