Director, Partner Success

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 n