About The Role

Platformr is an AWS CloudOps automation and governance platform delivered through a channel-led go-to-market model, in partnership with AWS partners. The Director of Customer Success will build and lead the function responsible for ensuring our partners and their end-customers get lasting, measurable value from Platformr — driving license renewals, enabling partner teams across technical, operations, and sales functions, and running the day-to-day support and partner governance that keeps the ecosystem healthy and growing.

This is a highly cross-functional, builder-oriented role for someone who has led Customer Success at a SaaS company and is excited to shape the function from the ground up within a fast-growing, partner-first business.

Key Responsibilities

Partner Licensing & Renewals

  • Own and manage Platformr’s partner volume license programs, ensuring accurate provisioning, allocation, and utilization tracking across the partner network.
  • Drive the year-two (and beyond) license renewal process on a per-customer basis — proactively managing renewal timelines, surfacing at-risk accounts, and executing retention strategies that protect recurring revenue.

Partner Enablement & Training

  • Design and deliver technical enablement and training that equips partner teams to deploy, configure, and support the Platformr platform in their customers’ AWS environments.
  • Build operations enablement programs covering onboarding workflows, delivery processes, and day-to-day platform operations for partner teams.
  • Develop and deliver sales enablement training that helps partner sales teams position, pitch, and close Platformr within their own customer bases.

Support Operations

  • Own day-to-day support delivery across the ticketing system, Slack-based partner communication channels, and shared documentation and knowledge base resources.
  • Ensure timely, high-quality issue resolution, and continuously improve support processes, response times, and self-service resources.

Partner Governance & Performance

  • Plan and lead Quarterly Business Reviews (QBRs) with channel partners, tracking performance, adoption, and open action items.
  • Track and report on partner tier status, ensuring partners are evaluated against program requirements and supported in advancing tiers.
  • Serve as the primary point of accountability for partner health, satisfaction, and long-term success on the Platformr platform.

Qualifications 

  • 5+ years of experience leading Customer Success at a SaaS company; channel or partner-led go-to-market experience strongly preferred.
  • Bachelor’s degree in Business, Marketing, Computer Science, or equivalent
  • Proven track record managing renewals and driving net and gross revenue retention.
  • Experience building and delivering enablement/training programs across technical, operations, and sales audiences.
  • Hands-on experience with support ticketing systems, Slack-based customer/partner communication, and shared documentation platforms.
  • Demonstrated experience planning and leading structured business reviews (QBRs) with external partners or enterprise customers.
  • Excellent written and verbal communication skills, with the ability to work cross-functionally with Product, Engineering, and Sales leadership.
  • Familiarity with AWS, cloud operations, or infrastructure/DevOps SaaS is a strong plus.
  • Bachelor’s degree or equivalent practical experience.

Why Platformr

Platformr is a Bend, Oregon–based startup building the automation and governance layer for AWS CloudOps, backed by a channel-first go-to-market strategy and a growing partner ecosystem. Join a small, senior founding team at a pivotal stage of growth, with the opportunity to build the Customer Success function from the ground up.

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