Director of Partner Success - Mexico City - Hybrid

Job description

About the role Gigamon runs its post-sale organization as a revenue function, and our partners are central to how customers realize value. We are looking for a Director of Partner Lifecycle Services to build the program that turns our channel partners into an extension of that motion. Working in close partnership with the global channels team, you will design and stand up a post-sale lifecycle management program that enables partners to onboard, adopt, retain, and expand our joint customers, so that retention and growth flow through the partner ecosystem, not just our direct teams. This is a builder role based in Mexico City. You will define the partner-led customer journey, build the enablement and playbooks partners need to deliver it consistently, and put in place the shared metrics and governance that make partner-delivered outcomes measurable. The goal is a channel that protects the revenue base and drives expansion at scale. Primary focus: Build the partner post-sale lifecycle program Partner with global channels. Work hand in hand with the global channels team to design a post-sale lifecycle management program delivered through partners, aligned to how partners actually engage customers. Define the lifecycle. Define the partner-led customer journey end to end, from onboarding and adoption through health, renewal, and expansion, with clear ownership at each stage. Enable partners to deliver. Build the enablement, playbooks, certification paths, and tooling partners need to deliver these motions consistently and to a Gigamon standard. Make outcomes measurable. Establish shared metrics and governance so partner-delivered outcomes are measurable, tied to adoption, gross retention, and net expansion. Secondary focus: Operate and scale partner success Run the motion. Stand up the operating rhythm for partner lifecycle delivery, including scorecards, business reviews, and a coaching cadence that keeps partners accountable to outcomes. Own the numbers. Tie partner lifecycle delivery directly to retention and expansion results, and lead with data on where the program is working and where it is not. Work across the organization. Partner across customer success, professional services, and technical support so the partner motion is consistent with how Gigamon delivers directly. Build the team. Build and develop the team that supports partner lifecycle services over time What success looks like in the first year A published partner post-sale lifecycle program, co-owned with global channels, that partners can follow from onboarding through renewal and expansion. A partner enablement and certification path that gives partners the skills and tools to deliver customer outcomes consistently. Shared scorecards that measure partner-delivered adoption, retention, and expansion, with a clear line to gross and net revenue retention. A channel that measurably contributes to protecting and growing the customer base, not just sourcing new logos. Education and experience Experience. 12 or more years in partner or channel programs, customer success, or services, including at least 5 years leading teams or programs at a manager, senior manager, or director level. Education. Bachelor's degree required, ideally in business, engineering, computer science, or a related field. MBA or an equivalent advanced degree preferred. Location and language. Based in Mexico City, with fluency in English and Spanish given the global channels collaboration and Latin American partner ecosystem. Portuguese would also be a plus Required experience and skills Partner program design. Proven record building partner or channel post-sale programs, including enablement structures, certification paths, and co-delivery frameworks that partners actually adopt. Customer lifecycle expertise. Deep command of the post-sale customer lifecycle, from onboarding and adoption through renewal and expansion, and how to deliver it through a third party. Channel fluency. Experience working with or through a global channel ecosystem, and the ability to build trusted relationships with a central channels organization. Outcome and metrics discipline. A track record of tying partner or services delivery to measurable retention and expansion, with strong command of the metrics that prove it. Program building. The ability to build programs from greenfield, including playbooks, governance, and the operating rhythm to run them. Domain. Experience in networking, security, or enterprise infrastructure, where partners wrap services around a technically complex platform. Preferred and differentiating Regional channel experience. Experience building partner success or lifecycle programs across Latin America or other multi-region channel environments. Tooling and data. Familiarity with customer success tooling and partner portals, and with the data that surfaces adoption, health, and renewal risk. PE operating experience. Comfort in a private-equity-backed environment where profitability and disciplined growth are the priority. About Global Success & Services at Gigamon Global Success & Services is a six-pillar post-sale organization spanning Customer Success, Technical Support, Professional Services, Partner Success, Technical Publications, and Digital Content Experience. The organization is measured on the outcomes that matter to the business: protecting the revenue base, expanding it efficiently, and delivering services profitably. This role leads the partner lifecycle side of that mission and reports directly to the Vice President who leads it. #LI-Hybrid