Director of Partner Success

Who We Are

Saxbys® is a hospitality company fueled by our rave-worthy menu, driven by our mission to Make Life Better®, and fiercely dedicated to social impact in the communities we serve. But Saxbys greatest of all resource? Our people. We're not looking for employees, we're looking for teammates. We're not hoping to hire you for a job, we're hoping to help build your career.

Join us in our goal to bring our Experiential Learning Platform to college campuses across the country. We are looking for team members who are passionate about equipping the next generation of leaders and entrepreneurs with the skills they will need to succeed in the future workplace. If this is the type of work that gets you up in the morning, we'd love for you to consider joining our team.

Who We are Looking For in this Role

The Director of Partner Success will be responsible for building and leading our Partner Success organization, developing standardized processes, and ensuring our academic and channel partners realize maximum value from their relationship with Saxbys. This role requires a strategic thinker with proven experience in customer/partner success who can establish scalable systems while maintaining exceptional partner relationships.

What You Will Own

Partner Success Strategy & Operations

• Build and lead the Partner Success organization, developing standardized processes including Kick-Off Meetings, Implementation, Mid-Semester Check-Ins, Capstone presentations, retention strategies, and regular Business Reviews to demonstrate value realization and ROI
• Create success metrics and reporting frameworks that accurately measure partner health, engagement, and satisfaction
• Develop and implement a tiered support and escalation process to proactively address potential issues
• Coordinate internal resources across departments to ensure partner needs are met holistically
• Document and share best practices via a Knowledge Base that leverages AI to scale its impact internally and externally

Team Development

• Mentor and develop Partner Success Managers, providing coaching and guidance to elevate their performance
• Establish clear performance expectations and career growth paths for the team
• Lead by example in managing relationships with a select few highly strategic academic partners

Channel Partner Management

• Serve as primary point of contact for future channel partners
• Develop channel enablement materials and training programs in collaboration with L&D lead
• Manage channel performance metrics and growth strategies
• Coordinate effectively between channel partners (like Follett) and internal teams

Growth & Expansion

• Identify expansion opportunities within existing partnerships
• Guide team members in recognizing and pursuing growth opportunities with their partner schools
• Collaborate with the Chief Strategy and Growth Officer to align partner success efforts with overall company growth objectives

What is Required

Required Experience

• 5 years of experience in customer/partner success roles, with at least 3 years in a leadership position
• Proven track record of building partner/customer success programs and processes from the ground up
• Experience managing a team of success professionals and establishing performance metrics
• Demonstrated ability to develop and implement standardized operational processes across an organization
• Experience in creating and delivering business reviews that effectively communicate value and ROI
• Prior experience in channel partner management, including the development of enablement materials and training programs
• Background in data analysis and the creation of reporting frameworks to measure success
• Experience with CRM systems and partner success platforms

Preferred Experience

• Experience working with educational institutions or in the education technology sector
• Knowledge of experiential learning programs and their implementation in academic environments
• Background in implementing and leveraging knowledge bases and AI tools to scale operations
• Project management expertise, particularly in complex, multi-stakeholder environments

Skills & Attributes

• Exceptional communication and relationship-building abilities
• Strategic thinking with an operational mindset
• Strong analytical skills and data-driven decision making
• Excellent organizational and process development capabilities
• Ability to manage multiple priorities and stakeholders simultaneously
• Collaborative approach to problem-solving
• Change management expertise

General

• Support, exhibit, and promote Saxbys Mission and Core Values in all daily activities.
• Must be able to work out of the Philadelphia office at least 2-3 days a week.
• Travel Requirement up to 10%
• Valid driver's license
• Physical requirements:
  • Able to stand, walk, and smile for extended periods of time
  • Able to stoop and kneel
  • Push, pull, lift or carry up to 35 lbs
  • Ascend or descend ladders, stairs, ramps

Where You Will Sit in the Org Chart

• Reports directly to the Chief Strategy and Growth Officer
• Manages Partner Success Managers with plans for team growth