Senior, Partner Success Manager

Our Business

FISPAN Services Inc. (FISPAN) is an Enterprise SaaS FinTech company that allows banks to deploy embedded financial products and services to create a seamless banking connection for their corporate clients. Our product aims to provide instant scale and reach for banks who want to remove friction and add value by enabling their commercial banking clients to access banking services through their preferred ERP / accounting platform.

Founded in 2016 and headquartered in downtown Vancouver, FISPAN is on a mission to create the best product in the FinTech industry and fundamentally change the way that companies bank. Being the market leader in ERP Banking, we work with the world’s Tier 1 banks with assets exceeding $3T, including J.P. Morgan Chase, Wells Fargo, TD and Bank of Montreal.

We are looking for dynamic and passionate individuals to join our high performance team and contribute to our rapid growth and exciting journey.

As a Senior Partner Success Manager, you will play a vital role in driving the success of our strategic partnerships and fostering long-term, mutually beneficial relationships. Your ability to build trust, provide value, and collaborate effectively will be key to achieving partner satisfaction, retention, and revenue growth.

Key Responsibilities:

Partner Relationship Management:

Leading and managing partner accounts as it relates to platform and operational priorities and work with internal stakeholders to prioritize and deliver partnership improvement programs

Develop and nurture relationships with strategic partners, serving as their main point of contact for all inquiries, requests, and escalations.

Coordinating monthly and quarterly business reviews to assess business achievements, performance, objectives, and future roadmap with a focus on overall partner satisfaction

Lead communications with partners related to critical incidents affecting availability of services

Partner Success and Change Management

Collaborate with partners to define success metrics and develop joint business plans to achieve mutual goals

Conduct regular business reviews with partners to assess their progress, address challenges, and identify areas for improvement.

Plan, execute, and monitor changes to critical client support and onboarding processes

Provide guidance to partner internal teams supporting the FISPAN solution products and services effectively.

Coordinate and deliver training sessions, webinars, and workshops to educate partners on product updates, features, and industry trends.

Revenue Growth and Expansion:

Track and report on partner performance metrics, including revenue, customer acquisition, and retention rates on a monthly, quarterly, and semi-annual basis

Developing strong working relationships with partners to understand business objectives, identify business development opportunities and/or needs for the platform and inform product roadmap

Partner Advocacy:

Act as a champion and advocate for partners within our organization, ensuring their needs and concerns are addressed promptly and effectively

Represent the voice of partners during internal discussions and decision-making processes

Provide weekly updates to executive team on all account activity

Providing initial product and informational support for customers escalating all bugs/issues to the relevant internal channels to get resolved in a timely manner.

Acting as a subject matter expert on the platform and its uses for users, addressing any questions regarding the product/platform and services

What you will be measured on:

Time to Revenue for each account

Onboarding targets

Retention and adoption

Support Satisfaction

Required Skills and Qualifications:

5+ years of experience in Customer Success Management or Account Management

Experience with B2B Platforms

Bachelor's degree in Commerce, Information technology, or related field

Ability to maintain composure in stressful situations, respond to customer needs quickly and effectively, adapt to change, and be comfortable with ambiguity

Program Management: Ability to successfully oversee and coordinate multiple projects or initiatives to achieve set objectives and targets

Detailed-oriented: Ensuring that tasks, responsibilities and commitments are completed timely

Strong Communication: Excellent communication skills to compose value-based emails, deliver concise presentations, and turn complex topics into consumable content

Data driven: A solid understanding of business performance metrics, and a willingness to embrace data and experience in interpreting data analytics and deriving insights that drive customer value

Customer Obsession: Resolute focus on the needs of the customer above all. Views problems through the customer’s lens first, basing decisions and prioritization around their needs

Follow-through: High motivation, bias to action and strong prioritization. Can work proactively and independently to bring all assigned work to completion with speed and accuracy

Empathy: Able to relate to others with a different view or experience. Quickly keys into the needs of customers or collaborators, demonstrating sensitivity in responding to challenges

Collaboration: Assertive with humility—able to lead change in a positive way. Maintains high standards for verbal and written communication, and is always professional under pressure

Analytical thinking: Leverages experience and expertise to quickly identify and comprehend complex problems. Adept at understanding how technical things work and walking someone else through the details

Why Work With Us?

✨ Visionary Team, Proven Results

Our leadership bench brings deep, collective experience in scaling high-growth FinTech companies through major funding cycles and critical market inflection points. This expertise creates a stable foundation, allowing you to focus on building and innovating. You will benefit directly from mentorship, expand your professional network, and learn the strategic decision-making processes required to lead a global, mature technology company.

🚀 Accelerated Career Ownership & DEI Commitment

We are an emerging high-growth company, and that means your career trajectory here is accelerated. Our employees are immediately given a high level of ownership and autonomy over complex, impactful projects.

As FISPAN continues to grow, we are committed to celebrating diversity, endorsing equity, and encouraging inclusion. We strive to eliminate bias throughout our recruitment process and build a culture where everyone feels they belong and can contribute their best work.

💰 Strategic Total Rewards & Wellbeing

We invest in your success. Our total compensation packages are designed to be highly competitive, including a semi-annual bonus plan and equity grants that give you a true stake in our future. Beyond your compensation, you benefit from:

Best-in-Class Equipment: The most modern MacBook and Apple equipment.

Prime Location: Our downtown Vancouver office offers coastal views and access to the building fitness center.

Flexibility: Generous benefits, including a family leave top-up program and our Work-From-Anywhere policy.

☕ Purpose-Driven Culture & Prime Perks

Our culture is the foundation of our success. We operate with a "we over me" mentality, fostering strong, collaborative bonds built on Trust and Candor. You will also enjoy: fully stocked cupboards, weekly catered team lunches, and daily JJ Bean coffee runs to keep your energy high and your wallet happy.

Compensation Package

FISPAN believes in an atmosphere and culture when innovation can flourish, collaboration and teamwork are valued and transparency is at the core of it all. We want our employees to see how the ideas they help generate today have an impact on how we do business tomorrow.With that, the hiring salary range for this position is $88,000 - $109,000 annually; the