SMB Support & Operations Manager

This role is a key enabler for scaling our SMB business. The position will own and improve the end-to-end SMB partner experience, streamline onboarding and operational workflows, support distributors and resellers, and help build simple, scalable processes that allow partners to move faster and more independently.

Role Summary:

• Lead and optimize SMB partner experience and operational processes
• Act as the main operational focal point for distributors, MSPs, and resellers
• Coordinate onboarding, support, and enablement activities
• Build self-service tools, documentation, and playbooks
• Identify and fix operational gaps across teams and systems
• Drive automation to support scale and reduce manual effort
• Monitor partner satisfaction and operational KPIs
• Work closely with Sales, GTM, Product, Support, and Ops teams

Key Responsibilities:

• Own and continuously improve the end-to-end SMB partner experience, ensuring ease of doing business.
• Act as the main operational point of contact for distributors, MSPs, and resellers supporting SMB customers.
• Coordinate and streamline onboarding, support, and enablement processes across multiple teams and tools.
• Track and optimize key SMB journey touchpoints to improve satisfaction and business impact.
• Build and manage self-service infrastructure (knowledge base, playbooks, onboarding kits).
• Work closely with GTM, Sales, Product, and Support teams to align operational execution with business goals.
• Identify and resolve process gaps or inefficiencies that hinder partner growth or satisfaction.
• Drive automation initiatives to reduce manual effort and support scalable growth.
• Provide regular reports and insights to management on operational performance and partner feedback.

Requirements:

• 5+ years of experience in partner operations, customer success, or channel support roles.
• Deep understanding of SMB partner needs, with a focus on experience and simplicity.
• Strong organizational and cross-functional project management skills.
• Analytical mindset with the ability to build and interpret performance dashboards and KPIs.
• Excellent communication skills in both internal and partner-facing contexts.
• Experience working with tools like Salesforce, Monday.com, Power BI, or similar.
• Background in cybersecurity, IT, or MSP ecosystem is a plus.