- Company Name
- Screencastify
- Job Title
- VP, Strategic Partnerships & Customer Experience
- Job Description
-
**Job Title**
VP, Strategic Partnerships & Customer Experience
**Role Summary**
Lead the design and execution of a scalable strategic partnership ecosystem while elevating the overall customer journey. This executive role shapes go‑to‑market strategies, partner integration roadmaps, and customer success initiatives in a high‑growth SaaS environment.
**Expectations**
- Drive measurable growth through new and existing partner channels.
- Ensure customer retention, satisfaction, and expansion at enterprise and key strategic accounts.
- Influence product direction and go‑to‑market positioning through cross‑functional leadership.
**Key Responsibilities**
- Develop and implement partnership strategy aligned with company growth objectives.
- Identify, negotiate, and manage high‑impact partnerships (technology, channel, integrator, OEM, etc.).
- Design partnership frameworks: go‑to‑market motions, revenue models, integration plans, and co‑marketing programs.
- Collaborate with Product & Engineering to prioritize integration opportunities and evaluate partner‑driven enhancements.
- Build executive‑level relationships with partner stakeholders to drive adoption, expansion, and joint value creation.
- Serve as executive point of contact for critical customers, ensuring satisfaction, retention, and expansion.
- Analyze customer feedback, usage data, and journey maps to identify friction points and improvement opportunities.
- Partner with GTM, Product, and Support to define customer experience standards and escalation processes.
- Develop voice‑of‑customer insights and recommend roadmap and GTM decisions.
- Champion cross‑functional alignment to ensure cohesive messaging, partner integration success, and customer‑centric decision making.
- Represent the organization at industry events, partner forums, and customer briefings.
**Required Skills**
- Strategic partnership development and ecosystem scaling.
- Negotiation, contract structuring, and relationship management at executive level.
- Customer success, account management, and retention strategy design.
- Deep understanding of SaaS business models, product‑led growth, and partnership revenue structures.
- Cross‑functional leadership, influencing, and project management.
- Analytical mindset with ability to translate data into actionable insights.
- Ability to thrive in fast‑moving, ambiguous environments and act as a hands‑on leader.
**Required Education & Certifications**
- Bachelor’s degree in Business, Engineering, Computer Science, or related field.
- Preferred: MBA or advanced business credential.
- Certifications in Partnership Management, SaaS Product Management, or Customer Success (e.g., CSPO, MCP) are advantageous.