About this role
The Partner Success Specialist is responsible for delivering an exceptional experience for sub-affiliate partners by ensuring campaigns run smoothly, partner inquiries are resolved efficiently, and operational excellence is maintained throughout the partnership lifecycle. This role exists to make our partnerships work in practice: campaigns launched on time, tracking and attribution trusted, questions answered accurately and quickly, and issues resolved before they cost us revenue and goodwill.
YOUR CHALLENGE:
• Act as the primary operational contact for publishers, resolving day-to-day queries accurately and withing agreed response times.
• Serve as the operational counterparty on campaigns, with the Strategic Partnership Manager retaining commercial ownership of the relationship.
• Own campaign delivery end-to-end: launches, tracking changes, creative and offer updates, and change requests, coordinating whoever is required to land them on schedule.
• Identify risks to campaign performance or partner satisfaction early and driven them to resolutions before them impact retention.
• Lead Customer Relationship Management (CRM) platform operations and coordination, including following case escalation best practices.
• Act as the first line on partner-reported data and attribution issues: reproduce the problem, triage it, characterize it accurately, and escalate to Data Operations with the detail needed to act.
• Own the resolution clock and the partner-facing narrative from the moment an issue is raised until the partner confirms it is closed.
• Develop a working understanding of how data flows from operator platforms through our tracking, reporting, and BI environment, sufficient to hold a credible technical conversation in both directions.
• Translate technical findings into clear, concise updates for partners, building confidence through accuracy and transparency.
• Spot recurring patters across partners and raise them as systemic issues rather than handling them one ticket at a time.
• Shephard new partners from agreement through compliance to first live campaign, owning the cycle time and keeping every party moving.
• Work with Compliance to keep onboarding progressing, surfacing blockers early rather than letting them sit.
• Support invoice verification and revenue collection with Finance & Data Operations, investigating discrepancies and driven them to closure.
• Track aged and disputed balances and chase them to resolution alongside Finance.
• Maintain accurate documentation of partner interactions, campaign changes, and operational processes.
• Identify and implement workflow improvements that reduce cycle time, remove manual effort, or improve the partner experience.
• Feed partner-side feedback to the Product team as concrete, prioritized input.
TO DO IT, YOU WILL NEED:
• 2–4 years of experience in affiliate marketing, partnership management, customer success, account management, or performance marketing operations.
• Demonstrated comfort working with performance data: able to interrogate reporting independently, spot anomalies, and form and test a hypothesis about a discrepancy.
• Hands-on experience with BI or analytics environment (Power BI, Looker, Tableau, or equivalent).
• Excellent communication skills, with a track record of explaining technical findings to non-technical audiences.
• Exceptional organizational skills and the ability to hold many open threads without dropping any.
• Proactive and solution-focused, comfortable owning an outcome cross-functionally across teams.
• Experience in affiliate marketing, iGaming, or performance marketing.
• Experience in two-side marketplaces, platforms or ad-tech businesses, particularly on the supply side (publisher side).
• Exposure to invoice reconciliation or revenue assurance.