Partner Success Manager

About Creative IT

At Creative IT, we believe in our purpose of Empowering a Better Tomorrow.

We achieve this by building genuine partnerships with our clients, delivering exceptional managed services, and providing strategic guidance that helps organisations grow, improve and succeed.

As we continue to grow, we’re looking for a Partner Success Manager to become the trusted relationship owner for a portfolio of Partners, ensuring they receive ongoing value from our services while helping identify opportunities that contribute to both Partner outcomes and business success.

This is not a business development or net new client sales role.

This is a relationship-focused role that combines Partner engagement, strategic planning, service advocacy, and commercial stewardship.

About You (our values in action)

You are someone who enjoys building long-term relationships and helping others succeed.

You are commercially aware, highly organised, and genuinely interested in understanding how technology can improve business outcomes.

You are equally comfortable discussing operational challenges, strategic goals, and technology opportunities with Partner stakeholders.

Most importantly, you build trust through integrity, follow-through, and a genuine desire to help others achieve their goals.

What you’ll be doing (Key Result Areas)

Partner Health & Engagement

• Build trusted relationships with Partner stakeholders at all levels.
• Conduct regular Partner Success Reviews and service review meetings.
• Develop and maintain Partner Technology Roadmaps.
• Identify business risks, opportunities, and improvement initiatives.
• Ensure meeting actions are documented, assigned, and completed.
• Act as the voice of the Partner within Creative IT.
• Maintain accurate account documentation and engagement records.

Partner Retention

• Maintain strong Partner relationships and engagement.
• Identify and manage retention risks before they become issues.
• Coordinate service recovery activities where required.
• Assist with agreement reviews and renewals.
• Ensure Partner expectations are aligned with delivered services.
• Promote long-term Partner success through proactive engagement.

Partner Growth Contribution

• Identify opportunities that improve Partner outcomes.
• Assist with project, hardware, licensing, cloud, and security recommendations.
• Collaborate with technical teams to develop solutions.
• Maintain a qualified opportunity pipeline across your portfolio.
• Contribute to account growth through trusted advisory engagement.
• Support the commercial sustainability of the business through value-based recommendations.

What you’ll bring (skills & experience)

• Current Australian Drivers Licence.
• Demonstrated experience using Connectwise PSA, CRM, and documentation platforms.
• Strong written and verbal communication skills.
• Minimum 3 years’ experience within a Managed Services Provider or similar technology services environment.
• Experience managing multiple stakeholders, priorities, and service outcomes.
• Experience facilitating client meetings and documenting actions and outcomes.
• Experience working within SLA-driven environments.
• Experience identifying opportunities for service improvement and business growth.
• Working understanding with Microsoft 365, Azure, Cyber Security, and Infrastructure services.
• Experience with Medical industury and/or non-for-profits is desirable

Apply Now!

If you enjoy building trusted relationships, making a genuine difference for clients, and working with a team that values people above process, we’d love to hear from you. As part of your application please include a cover letter where you describe a situation where you helped a client achieve a better business outcome through proactive engagement. What was the issue, what actions did you take, and what was the outcome for both the client and your employer?