Position Summary
At Lemnis, we believe that the world is changing in exciting ways. It's up to us to create more equitable, flexible, and learner-centered systems that empower young people to rise to the challenges and opportunities of the future. We are seeking a detail-oriented and adaptable Partner Operations Manager to support our Mainstay division. At Mainstay, we believe one conversation can spark a brighter future. Our Engagement Platform makes it easy for institutions and organizations to start and measure conversations that drive action at scale. From our rigorous research methods to our Behavioral Intelligence framework everything we do is designed to help students take the next step toward achieving their goals.This is your chance to shape the direction of a growing company, build deep expertise in an evolving platform, and do work that matters. We invest in our people through mentorship, professional development, and a clear path for growth. Our People Operations Manager will serve as the operational backbone of your partnerships keeping platforms performing, content accurate, data clean, and partners consistently supported while working hand-in-hand with a Partnership Director who sets the strategic direction. This is a role for someone who takes real ownership of the details, translates data into insight, and finds genuine satisfaction in making sure nothing falls through the cracks.
Responsibilities
Serve as the primary point of contact for assigned partners on day-to-day account management, platform questions, and operational matters, calibrating your engagement to each partner’s profile from highly independent partners to those needing hands-on delivery
Own end-to-end platform execution for assigned partners including Knowledge Base management, Generative AI performance monitoring, campaign management, and communication plan delivery using Mainstay’s evolving platform tools and standardized workflows
Serve as the primary owner of content review for assigned partners, ensuring Knowledge Base content, campaign scripts, and partner-facing communications remain accurate, on-brand, and aligned with evolving partner goals
Maintain accurate, complete, and up-to-date partner records across CRM and other systems, conducting regular data audits and resolving or escalating inconsistencies in a timely manner
Track and leverage Net Revenue Retention (NRR) and NPS as key indicators of portfolio and sentiment health, surfacing at-risk accounts and expansion opportunities early
Develop comprehensive Strategic Partner Review (SPR) materials performance analysis, platform insights, trend identification, and written recommendations and co-lead live SPRs alongside the Partnership Director 1–2 times per year
Produce regular, clear, and actionable performance reporting for the Partnership Director and internal stakeholders, surfacing platform health signals and engagement patterns
Educate and enable partners, particularly those with limited bandwidth or lower platform engagement on Mainstay’s capabilities, best practices, and emerging Generative AI features
Support the renewal process in coordination with the Partnership Director and Revenue Operations, contributing to timely execution and partner communications without owning the renewal strategy
Conduct regular account review meetings with the Partnership Director to assess partner health, surface concerns, and report ideas for improvement both internally and from the partner’s perspective
Adopt and provide feedback on new platform tools, reporting capabilities, and operational playbooks as they are introduced by Mainstay’s Product and Operations teams
Qualifications
2+ years of experience in Customer Success, Account Management, Partner Operations, or a similarly operational client-facing role within a SaaS or technology organization
A strong sense of ownership and follow-through, you keep track of a high volume of moving parts without letting things slip
Comfort working with data: you can interpret platform performance metrics, engagement trends, and health indicators, and translate them into clear, actionable recommendations
Strong CRM discipline and experience maintaining clean, reliable account data and reporting hygiene
Excellent written and verbal communication skills, with the ability to calibrate tone and content for both partner-facing and internal audiences
Experience supporting or contributing to renewal processes, account reviews, or client reporting cycles
Adaptability: you adjust your approach, cadence, and level of hands-on support based on each partner’s needs and engagement level
A collaborative mindset and genuine enthusiasm for working closely with a Partnership Director and cross-functional teams to deliver a seamless partner experience
Experience in Higher Education or another mission-driven sector is a plus, but not required
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