Sr. Director, Partner Services & Technical Enablement

The Role

The Senior Director of Partner Services & Technical Enablement will lead the development and scaling of our Partner Services ecosystem and technical enablement initiatives, reporting directly to the SVP of Customer Success. Your mission involves defining how services are delivered through a curated ecosystem of specialized services partners to protect customer retention, drive platform expansion, and deliver measurable post-sales value. You will also be responsible for GTM technical enablement. By bridging the gap between product, field execution, and partner delivery, you will ensure customers reach value quickly while building the technical academy programs necessary to support this motion. This is a hands-on leadership role where you will operate, build, and execute to set the standard for partner delivery and technical enablement.

Key Responsibilities

• Define and execute the partner-led services strategy, transitioning partners through maturity levels from standard implementation and integration to advanced advisory offerings.
• Identify, recruit, and develop a specialized ecosystem of services partners (focusing on boutique, execution-focused cybersecurity and ITSM firms) to handle post-sales deployments and complex integrations.
• Define and build a virtual bench program utilizing the Partner Services ecosystem to jump-start Partner Services delivery.
• Lead and build the Customer & Partner Academy (including on-demand and instructor-led training), defining learning paths and certifications aligned to real-world customer journey stages and use cases rather than just product features.
• Oversee and manage the team responsible for maintaining the Sales Engineer demo and proof-of-value labs.
• Create and refine repeatable delivery frameworks, including SOW templates, scoping questionnaires, delivery playbooks, and service packages to enable partners to deliver successful deployments independently.
• Develop and iterate on a strategy to build, test, and refine technical training labs, content, and delivery models, getting directly involved in early partner co-delivery engagements and critical customer scenarios.
• Drive measurable programmatic outcomes, focusing on reducing customer time-to-value, increasing partner-delivered CSAT, and improving adoption and renewal rates for partner-attached accounts.

Minimum Qualifications

• 15+ years in the IT industry with recent experience in SaaS, Cloud, and/or Cybersecurity.
• 4+ years leading teams of technical engineers and architects.
• 2+ years of proven experience building or scaling partner-led services or post-sales delivery models.
• Strong technical background with the ability to go deep when needed, and a proven ability to turn ambiguous problems into structured, repeatable programs.
• Experience working closely with customers, partners, and internal technical teams (such as Product, Field Engineering, and Customer Success).
• Demonstrated capability to operate effectively across both high-level strategy and hands-on execution.

Preferred Qualifications

• Experience developing and managing technical academies, training labs, and multi-tiered certification/accreditation programs.
• Deep understanding of the post-sales customer lifecycle, with experience tying enablement and partner services directly to adoption, retention, and expansion (NDE) metrics.
• Knowledge of the cybersecurity landscape, enterprise IT operations, or IT Service Management (ITSM) to effectively evaluate and guide specialized partner capabilities.
• A strong bias toward action and ownership, with a track record of ensuring training content translates into real platform usage and customer outcomes.

 #LI-REMOTE, #LI-AC1