Partner Customer Success Director

Live Story is your Creative Digital Experience Platform.

Live Story is the no-code Frontend Creative Platform for business teams that need agility without compromising governance.

Enterprise teams use Live Story to design, schedule, and publish digital experiences instantly. No bottlenecks. No trade-offs on performance, SEO, personalization, or governance.

Trusted by global enterprise brands across fashion, luxury, retail, finance, and lifestyle.

As we scale our international partner network, we are looking for a Director of Customer Success – Partnerships to own and structure the operational excellence of our ecosystem.

ABOUT THE ROLE

The Director of Customer Success – Partnerships reports directly to the VP of Customer Success and works in close daily alignment with Stuart Hobbs, Partnership Director EMEA.

Stuart leads partner strategy, commercial growth, recruitment, and executive relationships across the ecosystem. The Director of Customer Success – Partnerships owns the operational success of those partners once engaged, ensuring they are enabled, supported, and activated effectively.

The relationship is highly collaborative:

Stuart drives partner acquisition, commercial agreements, and strategic GTM.

The Director ensures structured onboarding, enablement, documentation, governance, and ongoing activation.

Both roles jointly engage key strategic partners where executive alignment and operational execution intersect.

A regular cadence ensures partner feedback, roadmaps, and growth opportunities are shared with the VP of Customer Success and wider leadership.

In simple terms:

Stuart builds and expands the ecosystem.

The Director makes it scalable, structured, and successful.

Together, the roles connect commercial ambition with operational excellence.

You will be the operational and relational backbone of our partner ecosystem, ensuring documentation is always updated, communication flows seamlessly, and our partners are fully enabled to position, sell, and deliver Live Story effectively.

WHAT YOU WILL DO

Partner Relationship Management

• Own and nurture relationships with agencies, system integrators, and software vendors in collaboration with the Partnership Director EMEA.
• Manage the end-to-end partner lifecycle, from onboarding to ongoing growth and success.
• Act as the primary operational point of contact, ensuring structured and proactive engagement with key partners. This would include training certifications, content resources, and serving as the technical first point of contact.
• Ensure structured, proactive follow-ups with key partners, including regular monthly and quarterly business reviews to maintain momentum and accountability.

Partner Enablement & Documentation

• Lead and support partner onboarding into the partner portal, ensuring all documentation, assets, and resources are current, clearly structured, and easy to access.
• Maintain and continuously improve all partner-facing documentation and enablement materials, including product documentation, integration guides, positioning and messaging assets, commercial enablement kits, certifications, training programmes, case studies, and best practices.
• Ensure all materials reflect the latest product updates and strategic positioning and are actively used to enable partners to sell and deliver effectively.

Cross-Functional Coordination

• Coordinate the dialogue between partners and internal teams, including Product, Sales, Marketing, and Technical Support.
• Governance & Process
• Define and optimize partner CS processes, SLAs, and onboarding flows.
• Build dashboards to monitor partner health, activation, and engagement.
• Ensure consistency across regions and partner types.

Strategic Contribution

• Contribute to the evolution of Live Story’s partner programme.
• Identify opportunities to improve partner experience, speed to market, and ecosystem growth.
• Attend partner events and industry shows, supporting activations alongside the Partnership Director to strengthen relationships and drive visibility.
• Act as a cultural ambassador of Live Story’s positioning within the ecosystem.

WHAT WE EXPECT

• 5+ years experience in Customer Success, Partner Management, or Ecosystem roles within SaaS or enterprise technology environments.
• Strong experience working with agencies, system integrators, or software vendors.
• Structured mindset: you can build processes, documentation systems, and scalable frameworks.
• Strong cross-functional coordination skills.
• Excellent communication skills in English. Italian is a plus.
• High ownership mentality and ability to operate in a fast-growing, scale-up environment.
• Comfortable working in distributed and international teams.

NICE TO HAVE

• Experience in composable commerce, headless CMS, or digital experience platforms.
• Experience building partner programs from early-stage to scale.
• Experience in enterprise SaaS environments with multi-stakeholder ecosystems.

WHY THIS ROLE MATTERS

Live Story sits at the intersection of brands, agencies, and technology platforms.

Our ecosystem is not a side function. It is a core growth engine.

This role ensures that every partner can confidently activate Live Story, reduce friction in execution, and deliver digital experiences at speed.

Live Story is proud to be an equal opportunity workplace. We are committed to building a diverse and inclusive team and to equal employment opportunity regardless of race, religion, gender identity, sexual orientation, age, disability, or background.