Partner Success & Onboarding Manager

About Viirtue

Viirtue is a cloud communications and telecom technology provider focused on UCaaS solutions. The company helps businesses offer hosted phone systems, VoIP, and communication tools under their own brand through a white-label partner model. Its network includes telecom agents, MSPs, and channel partners who resell Viirtue’s platform as if it were their own, so the partner journey directly shapes the brand experience.

Role Overview

This position is a player-coach opportunity responsible for overseeing the complete white-label partner journey, starting from contract signature and continuing through ramp completion. You will lead a small team covering onboarding coordination, technical onboarding support, and partner success, while also staying actively involved with important partners and projects. It is well suited to someone ready to step into leadership in a fast-paced UCaaS environment. Local candidates who can travel to the Downtown Saint Petersburg, Florida office are preferred, though remote work may be considered for the right candidate.

Team Leadership

You will manage a team of three and act as the central link across the full partner lifecycle. This is a hands-on leadership role, not a purely managerial one, so you will also carry your own set of partners through onboarding and ramp. The role includes coaching, developing, and holding the team accountable while continuously improving workflows, finding better ways to support partners, and raising performance standards.

Your Team

• WLP Onboarding Coordinator: Responsible for coordinating white-label partner onboarding from kickoff through activation and serving as the main partner contact during onboarding. You will partner closely with this role, sharing ownership of the onboarding experience and partner relationships through the ramp period, which typically lasts 6 months or continues until the partner meets the minimum revenue commitment. Together, you will run kickoff calls, platform demos, billing platform training, manage a steady pipeline of new partners, and work across Sales, Support, Billing, Platform, and Development to clear blockers.
• Onboarding Concierge/Technical: Handles advanced technical onboarding support, including platform setup, VoIP issue resolution, and number porting coordination. This role forms the technical foundation of onboarding. You and the Onboarding Coordinator will monitor this stage closely to make sure partners progress on schedule and are ready to transition to their Partner Success Manager and ongoing technical support without avoidable delays.
• Partner Success Manager: Oversees day-to-day post-onboarding partner relationships, with a focus on engagement, expansion, and retention across the portfolio. This person is the primary contact for active partners regarding billing concerns, platform questions, support escalations, and other post-launch needs. In the manager role, you will guide this function, ensure partners remain engaged, issues are resolved, and portfolio health is tracked and shared. You will also step in for difficult conversations about ramp gaps, extension requests, and minimum revenue commitment negotiations, balancing partner satisfaction with company goals.

Reporting & Data Discipline

• Maintain onboarding milestone tracking in HubSpot.
• Keep partner progress, seat counts, and ramp status accurately recorded and current.
• Share operational data with leadership to provide visibility into pipeline health and onboarding performance.

Process & Project Management

• Continuously improve the onboarding lifecycle through better processes and execution.
• Manage smaller cross-functional key client projects when needed.
• Create, update, and refine onboarding assets such as kickoff decks, handoff decks, training materials, and partner-facing documentation.
• Keep documentation and training content organized in Confluence and TalentLMS.

Escalations

• Act as the main escalation contact for partner and onboarding issues.
• Coordinate with Support, Billing, and number porting teams as required.

Tools

Common systems used in this role include Zendesk, HubSpot, Jira, Confluence, TalentLMS, Rev.io, Claude (AI), and Canva.

How Success Will Be Measured

• Share of assigned white-label partners that reach the minimum revenue commitment within the ramp period.
• Quarterly and annual churn across the partner portfolio.
• Seat growth in mature accounts after ramp completion.

What We’re Looking For

The ideal candidate has at least 6 years of experience in customer success, onboarding, or account management, preferably within VoIP, UCaaS, telecom, or a channel/partner-led business model. You should be able to manage people and an account portfolio at the same time, communicate clearly with partners and internal teams, stay organized, and work well in a fast-moving environment. The role also calls for someone who builds and improves processes, looks for opportunities to automate and innovate, and is comfortable with a moderate technical learning curve, including working in platform portals, handling basic configuration, and troubleshooting minor onboarding issues. Experience with HubSpot or a similar CRM is preferred. The company is especially interested in someone motivated, growth-minded, and eager to take on greater responsibility.

Additional Notes

The role is centered on helping partners move from signed to successful as quickly as possible. Speed to billing is a key priority, because every day a partner is not billing affects both the partner and the business.