Director, Partner Success

Job description

### Who we are The real world is the next frontier, and at Metropolis, we are creating the artificial intelligence to make it responsive. We are pioneering the Recognition Economy — a future where mundane repetition disappears and being known unlocks access, comfort, and belonging everywhere you go. From transforming parking into a seamless drive-in, drive-out experience for millions of Members to expanding our intelligence layer across retail and hospitality, we are building a world that feels instinctive and magical. The future isn’t coming; it’s here, and we need builders, innovators, and problem solvers to help us create it. ### Who you are Metropolis is seeking a Director, Partner Success to own a portfolio of strategic partners and serve as their trusted advocate and operational champion across product, data, operations, and finance. Reporting directly to the VP of Partner Success, you will focus on driving measurable value and retention for our most important portfolio partners rather than traditional sales-focused roles. By translating partner objectives into actionable cross-functional initiatives, delivering high-quality reporting, and building durable executive-level trust, you will ensure consistent performance and unlock organic growth opportunities across your portfolio. ### What you'll do - Own end-to-end partner success and retention for a portfolio of strategic partners - Serve as the primary day-to-day relationship owner and the partner’s internal advocate at Metropolis, channeling partner reporting, product, and data needs to appropriate internal teams, driving follow-up to completion, and closing the loop - Develop a deep understanding of each partner’s business objectives, operational goals, and financial budget while ensuring Metropolis consistently delivers against them - Own the financial performance of your portfolio, delivering on partner budget commitments while ensuring internal financial targets are met - Partner closely with the Data team to produce high-quality weekly updates, Monthly Business Reviews (MBRs), and Quarterly Business Reviews (QBRs) that clearly demonstrate driven value - Champion new Metropolis initiatives, products, and service offerings with partners to build the value case, secure buy-in, and drive adoption - Unlock growth across the portfolio by adding new accounts within existing partner portfolios and expanding service offerings within accounts already under contract - Build durable, executive-level trust through consistent delivery, financial discipline, fast responsiveness, and visible ownership of commitments - Lead the resolution of partner escalations by coordinating cross-functional responses and driving root-cause follow-through - Serve as the voice of the partner internally to represent their needs in product, operations, and data discussions and help shape priorities accordingly ### What we're looking for - 5+ years of relevant experience in a client success, account management, or strategic customer-facing role with a track record of retaining and growing complex accounts - Demonstrate strong financial acumen, including comfort owning P&L performance, interpreting financial reports, managing budgets, and discussing performance with partner executives - Communicate clearly, concisely, and professionally in writing and in person with cross-functional internal teams and external audiences from site operators to the C-suite - Maintain high responsiveness to set the standard for timeliness and follow-through on all partner and colleague commitments - Take complete ownership of projects, action items, and commitments to drive them to completion independently - Build trusted relationships at multiple levels of a partner organization from local operations through to executive leadership - Navigate and influence internal product, data, operations, and finance teams to deliver results on behalf of the partner - Utilize strong data storytelling skills to translate operational and financial metrics into clear, persuasive value narratives for weekly updates, MBRs, and QBRs - Remain composed under pressure to defuse partner escalations and make sound decisions with imperfect information - Experience leveraging AI tools to transform static workflows into responsive, high-output processes - Travel approximately 5–10% for a mix of partner meetings, team meetings, and corporate events ### While not required, these are a plus: - Possess a background in the parking industry, or experience in real estate, mobility, hospitality, or other operationally complex B2B service environments --- **4 Days in Office:** Metropolis values in-person collaboration to drive innovation, strengthen culture, and enhance the Member experience. Our corporate team members hold to our office-first model, which requires employees to be on-site at least four days a week, fostering organic interactions that spark creativity and connection When you join Metropolis, you'll join a team of world-class product leaders and engineers, building an ecosystem of technologies at the intersection of parking, mobility, and real estate. Our goal is to build an inclusive culture where everyone has a voice and the best idea wins. You will play a key role in building and maintaining this culture as our organization grows. The anticipated base salary for this position is $150,000.00 USD to $175,000.00 USD annually. The actual base salary offered is determined by a number of variables, including, as appropriate, the applicant's qualifications for the position, years of relevant experience, distinctive skills, level of education attained, certifications or other professional licenses held, and the location of residence and/or place of employment. Base salary is one component of Metropolis' total compensation package, which may also include access to or eligibility for healthcare benefits, a 401(k) plan, short-term and long-term disability coverage, basic life insurance, a lucrative stock option plan, bonus plans, and more. #LI-WT1 #LI-Onsite *Metropolis may utilize an automated employment decision tool (AEDT) to assess or evaluate your candidacy for employment or promotion. AEDTs are used to assist in assessing a candidate’s application relative to the required job qualifications and responsibilities listed in the job posting.* *As part of this process, Metropolis retains data relevant to your candidacy, including personal information, for a period that is reasonably necessary for the use of the tool. If you are hired for the position, your data may become part of your employee records.* *Metropolis Technologies is an equal opportunity employer. We make all hiring decisions based on merit, qualifications, and business needs — without regard to race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, disability, veteran status, or any other protected characteristic under federal, state, or local law. We are committed to providing a welcoming, accessible hiring experience. If you need a reasonable accommodation for any part of the application or interview process, please reach out to us at [recruiting@metropolis.io](mailto:recruiting@metropolis.io).*