At a Glance
- Tasks: Manage key UK partner relationships and drive their success with our innovative software.
- Company: Join Actionstep, a pioneering cloud-based Legal Practice Management software company.
- Benefits: Enjoy a competitive salary, flexible remote work, unlimited leave, and comprehensive health benefits.
- Other info: Be part of a diverse team committed to inclusivity and professional growth.
- Why this job: Make a real impact in a fast-growing SaaS company while building strong partnerships.
- Qualifications: 4-6 years in partner management or customer success, ideally in B2B SaaS.
The predicted salary is between 51750 - 63250 £ per year.
Company Overview
Actionstep is a pioneer in cloud-based Legal Practice Management software (Saa S).
Headquartered in Denver, with a growing global team across the UK, US, and Australia, we empower thousands of law firms worldwide to run more profitable and efficient practices.
We are fast-growing, innovative, and are deeply focused on the success of our partners and customers.
Role Overview
The Partner Success Manager, UK is a new role in this market and is responsible for the day-to-day management and engagement of Actionstep’s key partners who operate in the UK.
Primary focus will be on Actionstep Certified Partners who implement our product and drive revenue into our pipelines.
The role will build holistic performance-based relationships with these partners.
You will report to the Global Manager of Partner Success but work very closely with the UK Partner Director and our Global Partner Enablement / Partner Project Operations function.
You will ensure and drive the health of the overall relationship with the partner by making sure they are equipped, certified and consistently delivering to our customers and joint growth goals.
Escalating and leading the resolution of systemic or strategic issues will be critical whilst creating a continuously improving mindset of performance.
Day to day specific implementation project issues and escalations will be dealt with by our Partner Project Operations function.
You will work closely with this function to maintain visibility and overall oversight of the partners’ delivery across their portfolio.
Who You Are
- Compassionate yet firm: You can build deep trusted relationships with partners while holding them accountable to high standards.
- Curious & analytical: You dig into data, trends, and feedback to continuously improve the partner experience and outcomes.
- Principled: You earn credibility by being fair, transparent, and consistently delivering on promises.
- Results-obsessed: You have a strong bias for action and a proven track record of driving measurable partner performance.
- Detail-oriented: You connect the dots across certification status, CSAT, implementation velocity, and revenue impact.
- Collaborative: You thrive in cross-functional environments and build strong alignment with Partnerships, Sales, Customer Success, Services, Product, and Marketing.
- Cool under pressure: You remain calm and decisive during escalations or performance issues.
What You Will Do
- Manage the day-to-day relationship with a portfolio of key UK partners, with a focus on quality, certification compliance, growth and customer satisfaction.
- Run the regular operating rhythm with partners - touchpoints, check-ins, and reviews - within the operating model set by the partner and services leadership teams.
- Maintain the Partner Scorecard for the partners you manage, tracking:
- Certification compliance (100% of implementation staff fully certified)
- On-time implementation delivery
- Customer CSAT/NPS from partner-led projects
- Actionstep Certified Partner health & risk indicators
- Identify at-risk partners early and work with the UK Partner Director and Subject Matter Experts (SMEs) on intervention and escalation plans.
- Support the onboarding of new UK partners and help develop mutual success plans.
- Collaborate closely with the Partner Enablement / Partner Project Operations and Customer Success teams to ensure seamless hand-offs and aligned client outcomes.
- Help improve partner enablement, training, and certification paths in collaboration with the Services and Enablement teams.
- Identify and nurture advocacy partners for case studies, speaking opportunities, co-marketing, and references.
- Share partner and delivery feedback with the wider partner and services teams to help improve the partner experience.
- Provide regular reporting on partner delivery performance, risks, and opportunities to the UK Partner Director and Partner Enablement.
- Key KPIs You Will Own
- Certified Consulting Partner retention & growth rate
- 100% certification compliance across the partners you manage
- CSAT/NPS from partner-delivered projects
- Certified Consulting Partner Health Score (custom composite scorecard)
What You Bring
- 4-6 years in partner/account management, customer success, or professional services delivery in a B2B Saa S company
- Experience managing partner or client relationships directly, ideally in a delivery or implementation context
- Experience working within a partner success, channel, or professional services function
- Comfortable using scorecards, performance metrics, and delivery frameworks to manage third-party partners or service providers
- Good commercial awareness, with an understanding of partner-sourced or influenced revenue
- Strong communication, presentation, and stakeholder-management skills
- Comfort working across teams and time zones in a fast-paced, changing environment
- Technical aptitude and ability to speak credibly about software implementation methodologies
- Based in the UK with the right to work in the UK, and willing to travel within the UK and occasionally internationally as needed
- Advantages (Strongly Preferred)
- Previous experience managing systems integrators, consulting partners, or implementation partners in the Saa S industry
- Direct experience in the legal tech (Legal Tech) or professional services automation space
- Familiarity with law firm operations, client accounting, or legal practice management workflows
- Hands-on experience with partnership tools such as Planhat, Learn Upon, Salesforce PRM, or similar
- Experience with tools like Asana and support platforms (Zendesk, Freshdesk)
If you enjoy building strong partner relationships and driving successful project delivery, this is a great opportunity to make an immediate impact at a high-growth global Saa S company.
Actionstep is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
WHAT WE OFFER
- Flexible, remote-first working
- Unlimited leave
- Optional London offices in We Work
- Pension contributions
- Private medical insurance
- Dental insurance
- Life insurance
- #J-18808-Ljbffr
Partner Success Manager, UK employer: Actionstep
Join a dynamic and innovative SaaS legal tech company that values its employees and fosters a collaborative work culture. With competitive salaries and a strong focus on professional development, this role offers significant growth opportunities in a thriving industry. Enjoy the flexibility of a hybrid working model while being part of a team that is dedicated to making a meaningful impact in the legal sector.
StudySmarter Expert Advice🤫
We think this is how you could land Partner Success Manager, UK
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Actionstep. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Actionstep before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Partner Success Manager, UK
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Actionstep:Your cover letter is your chance to shine! Tell us why you want to work at Actionstep specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Actionstep!
How to prepare for a job interview at Actionstep
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
