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Fin (now part of Salesforce) is building the highest-performing AI Customer Agent on the market, enabling businesses to deliver impeccable, always-on customer support across service, sales, and ecommerce. The AI Agent Fin resolves complex customer issues end-to-end across every channel with minimal setup and integration.
As Partner Services Manager, you will own the partner enablement engine that ensures Fin's ecosystem of certified Service Delivery Partners delivers implementations to the same high standard Fin maintains internally. This is a high-impact role that directly influences customer success and partner satisfaction.
Key responsibilities include:
- Designing and delivering the partner enablement programme end-to-end: curriculum design, certification pathways, and a regular calendar of enablement sessions that keep partners current with Fin's rapidly evolving AI product suite
- Preparing and delivering high-quality webinars and live enablement sessions for partner audiences, covering new product releases, deployment methodology, and best practices from real customer projects
- Curating self-led online enablement at scale using AI technology to create, personalize, and maintain learning content so partners can ramp, upskill, and re-certify independently
- Owning and running the partner certification programme on the learning platform, tracking completion, setting deadlines, and holding partners accountable to certification standards
- Onboarding and ramping new Service Delivery Partners, including shadow engagements where Fin leads scoping and delivery while partners observe before delivering independently
- Acting as the liaison ensuring Service Delivery Partners have a great experience with Fin, monitoring quality of partner-delivered projects against deployment methodology, and intervening with targeted enablement where needed
- Driving Quarterly Business Reviews with each service partner covering delivery quality, certification status, capacity, and pipeline
- Partnering with Deployment Services, Sales, and Customer Success teams to deliver the best experience for new clients, and feeding partner insights and product feedback back to Support and R&D teams
Fin operates on a hybrid working policy with expectations to be in the office at least three days per week. The company values a radically open and accepting culture focused on doing incredible work.
REQUIREMENTS:
- 6+ years of work experience, with 3+ years in enablement, training, or implementation/consulting roles
- Proven experience designing curricula, building certification programmes, and measuring learning outcomes
- Confident preparing and delivering polished webinars and live sessions to large external audiences
- Hands-on use of AI tools to create, personalize, and maintain enablement content at scale
- Ability to make complex topics simple to understand
- Comfortable working with partners, consultants, and customers via video calls
- Adaptability and comfort with change; values experimentation to find best processes and solutions
- Alignment with Fin Values: Customer Obsessed, Success First, Incredibly High Standards, Open Mindedness, Resilience, Impatience, Positive and Optimistic
BONUS SKILLS & ATTRIBUTES:
- Experience training on SaaS products or specifically with Fin
- Experience with modern learning platforms (e.g., Sana, WorkRamp, Docebo) and AI-assisted content creation tooling
- Experience with AI Agents and/or Large Language Models
- Past experience managing channel or consulting partner relationships, or projects delivered by consulting firms
- Past experience in Customer Success, Implementation, Support, Sales Engineering, or Consulting
- Examples of self-started projects with measurable success
