Full job descriptionGREAT PARTNERSHIPS AREN’T JUST MANAGED. THEY’RE MADE TO PERFORM.
Anyone can schedule a quarterly check-in.
This role is about something different.
Building relationships strong enough to create trust. Setting standards high enough to drive performance. And knowing when a partner needs support, challenge or a difficult conversation.
We’re Actionstep, a fast-growing global LegalTech SaaS business helping thousands of law firms run more profitable and efficient practices.
Our partner ecosystem is critical to that growth.
Now we’re hiring our first dedicated Partner Success Manager UK to help our key implementation partners deliver exceptional customer outcomes and grow alongside us.
The Mission
Own the day-to-day success, health and performance of Actionstep’s key UK partners, particularly the Actionstep Certified Partners implementing our platform and driving revenue into our pipeline.
You’ll sit at the intersection of relationships, delivery, customer success and commercial growth.
Your partners need to be equipped. Certified. Performing. Growing.
And when they’re not?
You’ll know why, and what needs to happen next.
You’ll:
• Own a portfolio of key UK partner relationships, focusing on quality, certification, growth and customer satisfaction
• Build a strong operating rhythm through regular check-ins, performance reviews and success planning
• Maintain Partner Scorecards covering certification, implementation delivery, CSAT/NPS, health and risk
• Spot underperformance early and lead intervention plans alongside the UK Partner Director and relevant SMEs
• Support the onboarding of new partners and develop mutual success plans
• Work closely with Partner Enablement, Partner Project Operations and Customer Success to drive aligned customer outcomes
• Improve partner enablement, training and certification pathways
• Identify high-performing advocacy partners for case studies, references, speaking opportunities and co-marketing
• Turn partner feedback and performance data into meaningful improvements
• Provide clear visibility of partner performance, risks and growth opportunities
Individual implementation issues won’t sit with you day to day.
Our Partner Project Operations team owns those.
You own the bigger picture: the overall health of the partner, the quality of their delivery and whether the relationship is achieving what it should.
Who You Are
You’re good with people.
But you’re not a people pleaser.
You know that genuine Partner Success means being compassionate enough to understand, commercial enough to see the bigger picture and confident enough to hold people accountable.
The Relationship
• You build credibility quickly and keep it
• You understand what motivates partners and how to create mutual value
• You’re comfortable working with senior stakeholders
• You can challenge without damaging trust
• You stay calm when conversations become difficult
• You do what you say you’re going to do
The Performance
• You use data rather than instinct alone
• You understand scorecards, KPIs and partner health metrics
• You connect certification, implementation quality and CSAT to commercial outcomes
• You identify risk before it becomes an escalation
• You understand partner-sourced and partner-influenced revenue
• You’re interested in continuous improvement, not simply maintaining relationships
Because a happy partner isn’t necessarily a successful partner.
What You’ve Already Done
• Built 4-6 years’ experience across Partner Management, Account Management, Customer Success or Professional Services Delivery within B2B SaaS
• Managed partners or clients directly, ideally around software delivery or implementation
• Worked within Partner Success, Channel or Professional Services environments
• Used performance metrics, scorecards or delivery frameworks to manage third-party partners or service providers
• Built strong commercial and stakeholder relationships across different functions
• Developed enough technical credibility to talk confidently about software implementation methodologies
• Worked effectively across teams, priorities and international time zones
Experience managing systems integrators, consulting partners or SaaS implementation partners would put you in a particularly strong position.
LegalTech experience? Even better.
Knowledge of law firm operations, client accounting or legal practice management workflows would also be highly valuable.
Experience with Planhat, LearnUpon, Salesforce PRM, Asana, Zendesk, Freshdesk or similar platforms is another plus.
You’ll be UK-based, already have the right to work in the UK, and be comfortable travelling within the UK and occasionally internationally.
What You’ll Own
Success here is measurable.
• Certified Consulting Partner retention & growth
• 100% certification compliance across your portfolio
• CSAT/NPS from partner-delivered projects
• Certified Consulting Partner Health Scores
Not activity for activity’s sake.
Outcomes:
• £65,000 - £75,000 base salary
• Flexible, remote-first working
• Optional London WeWork office access
• Unlimited leave
• Pension contributions
• Private medical insurance
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