Partner Success Manager, UK

Company Overview

Actionstep is a pioneer in cloud-based Legal Practice Management software (SaaS). Headquartered in Denver, with a growing global team across the UK, US, and Australia, we empower thousands of law firms worldwide to run more profitable and efficient practices. We are fast-growing, innovative, and are deeply focused on the success of our partners and customers.

Role Overview

The Partner Success Manager, UK is a new role in this market and is responsible for the day-to-day management and engagement of Actionstep’s key partners who operate in the UK. Primary focus will be on Actionstep Certified Partners who implement our product and drive revenue into our pipelines. The role will build holistic performance-based relationships with these partners.

You will report to the Global Manager of Partner Success but work very closely with the UK Partner Director and our Global Partner Enablement / Partner Project Operations function. You will ensure and drive the health of the overall relationship with the partner by making sure they are equipped, certified and consistently delivering to our customers and joint growth goals. Escalating and leading the resolution of systemic or strategic issues will be critical whilst creating a continuously improving mindset of performance. Day to day specific implementation project issues and escalations will be dealt with by our Partner Project Operations function. You will work closely with this function to maintain visibility and overall oversight of the partners' delivery across their portfolio.

Who You Are

• Compassionate yet firm: You can build deep trusted relationships with partners while holding them accountable to high standards.

• Curious & analytical: You dig into data, trends, and feedback to continuously improve the partner experience and outcomes.

• Principled: You earn credibility by being fair, transparent, and consistently delivering on promises.

• Results-obsessed: You have a strong bias for action and a proven track record of driving measurable partner performance.

• Detail-oriented: You connect the dots across certification status, CSAT, implementation velocity, and revenue impact.

• Collaborative: You thrive in cross-functional environments and build strong alignment with Partnerships, Sales, Customer Success, Services, Product, and Marketing.

• Cool under pressure: You remain calm and decisive during escalations or performance issues.

What You Will Do

• Manage the day-to-day relationship with a portfolio of key UK partners, with a focus on quality, certification compliance, growth and customer satisfaction.

• Run the regular operating rhythm with partners - touchpoints, check-ins, and reviews - within the operating model set by the partner and services leadership teams.

• Maintain the Partner Scorecard for the partners you manage, tracking:

• Certification compliance (100% of implementation staff fully certified)

• On-time implementation delivery

• Customer CSAT/NPS from partner-led projects

• Actionstep Certified Partner health & risk indicators

• Identify at-risk partners early and work with the UK Partner Director and Subject Matter Experts (SMEs) on intervention and escalation plans.

• Support the onboarding of new UK partners and help develop mutual success plans.

• Collaborate closely with the Partner Enablement / Partner Project Operations and Customer Success teams to ensure seamless hand-offs and aligned client outcomes.

• Help improve partner enablement, training, and certification paths in collaboration with the Services and Enablement teams.

• Identify and nurture advocacy partners for case studies, speaking opportunities, co-marketing, and references.

• Share partner and delivery feedback with the wider partner and services teams to help improve the partner experience.

• Provide regular reporting on partner delivery performance, risks, and opportunities to the UK Partner Director and Partner Enablement.

Key KPIs You Will Own

• Certified Consulting Partner retention & growth rate

• 100% certification compliance across the partners you manage

• CSAT/NPS from partner-delivered projects

• Certified Consulting Partner Health Score (custom composite scorecard)

What You Bring

• 4–6 years in partner/account management, customer success, or professional services delivery in a B2B SaaS company

• Experience managing partner or client relationships directly, ideally in a delivery or implementation context

• Experience working within a partner success, channel, or professional services function

• Comfortable using scorecards, performance metrics, and delivery frameworks to manage third-party partners or service providers

• Good commercial awareness, with an understanding of partner-sourced or influenced revenue

• Strong communication, presentation, and stakeholder-management skills

• Comfort working across teams and time zones in a fast-paced, changing environment

• Technical aptitude and ability to speak credibly about software implementation methodologies

• Based in the UK with the right to work in the UK, and willing to travel within the UK and occasionally internationally as needed

Advantages (Strongly Preferred)

• Previous experience managing systems integrators, consulting partners, or implementation partners in the SaaS industry

• Direct experience in the legal tech (LegalTech) or professional services automation space

• Familiarity with law firm operations, client accounting, or legal practice management workflows

• Hands-on experience with partnership tools such as Planhat, LearnUpon, Salesforce PRM, or similar

• Experience with tools like Asana and support platforms (Zendesk, Freshdesk)

If you enjoy building strong partner relationships and driving successful project delivery, this is a great opportunity to make an immediate impact at a high-growth global SaaS company.

Actionstep is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

What We Offer

• £65000-£75000 base salary

• Flexible, remote-first working

• Unlimited leave

• Optional London offices in WeWork

• Pension contributions

• Private medical insurance

• Dental insurance

• Life insurance

READY?

If you have read this and you are thinking “this is for me” - we want to hear from you. Apply below, or get in touch directly if you have questions. We keep our process straightforward.