Head of Partner Experience at Apartment List

, , United States -

Full Time

Start Date

Immediate

Expiry Date

03 Feb, 26

Salary

273000.0

Posted On

05 Nov, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Partner Operations, Implementation, Client Services, B2B, Onboarding, Success Metrics, Strategic Planning, Execution, Collaboration, Communication, Operational Excellence, Technical Support, Feedback Loops, Automation, Team Leadership

Industry

Description

At Apartment List, we believe renting should be personal, seamless, and stress-free. As the Head of Partner Experience, you’ll lead the teams that shape every aspect of our partners’ journey — from first technical consultation to activation and long-term success on the Apartment List platform. This role is a critical connector between Sales, Product, Marketing, and our customer-facing teams — ensuring we deliver clarity, speed, and confidence at every touchpoint. You’ll unify and scale our Implementation and Partner Operations orgs, with a single goal in mind: deliver high-impact experiences that deepen partner value, drive retention, and fuel revenue growth. It’s a rare blend of technical depth, operational excellence, and customer obsession — ideal for a leader who thrives at the intersection of execution and experience. Here’s what you’ll do as part of the team: Lead and scale a cross-functional Partner Experience organization encompassing Implementation, Client Services, and Partner Operations, with potential for further expansion Define and execute a unified partner strategy that drives satisfaction, retention, and revenue impact Establish and maintain high-impact service standards, systems, and success metrics across all teams Partner closely with Sales, Product, and Marketing to ensure a seamless pre- and post-sale journey Build feedback loops that elevate the voice of the partner and influence product and platform improvements Drive operational rigor through streamlined processes, automation, and resource alignment Inspire a team culture centered on proactive communication, collaboration, and accountability Here are the skills and experience you’ll need to be successful: You have 10+ years leading customer- or partner-facing teams in SaaS, marketplace, or technology-forward companies You’ve successfully built and scaled multidisciplinary teams — including CS, implementation, technical support, or partner operations You bring deep expertise in B2B customer lifecycle design, onboarding, and success metrics You’re both strategic and execution-oriented, with a proven ability to operate in high-growth, high-change environments You know how to partner with Sales, Product, and Marketing to align on shared outcomes You bring executive presence and a sharp ability to influence internally and externally You’re relentlessly focused on outcomes — whether they’re measured in speed, satisfaction, or scalability Here’s how we’ll measure success: Partner satisfaction: CSAT, NPS, and qualitative feedback Retention and expansion: Logo retention, partner revenue growth Time-to-value: Speed of activation, onboarding quality Operational efficiency: Response times, ticket resolution, automation impact Cross-functional alignment: Strong collaboration with Product and Sales leadership Why Apartment List? An exceptional team: You’ll join high-performing A-Listers who take pride in doing great work while supporting each other. A chance to grow: In this role, you’ll shape the future of how we serve partners — and elevate a critical part of our business along the way. A mission that matters: We’re here to match people with homes they love. You’ll help ensure our partners are set up to deliver on that promise every day. Here's the Pay Range: At Apartment List, we carefully consider a variety of factors to determine compensation for each position, including the role, level, and work. Total compensation for this role includes base salary, performance bonus, and equity. OTE (On-Target Earnings) varies by location tier: Tier 1: $225,000 – $273,000 OTE Tier 2: $208,000 – $252,000 OTE Tier 3: $191,000 – $232,000 OTE Approximately 12–15% of OTE is performance-based bonus. Final compensation is based on candidate experience and location. This role requires up to 20% travel focused on attending key conferences, supporting top partner engagements, and participating in leadership offsites. This reflects the compensation target for new hire salaries for the position across all US locations. Please note, the compensation details provided do not include benefits and perks that we offer. We also rely on market indicators along with considering your work location, job related skills, experience and relevant education and training, to determine compensation that is fair and competitive for you. Apartment List will consider paying compensation near the higher of the range in exceptional circumstances, where candidates have the experience, credentials or expertise that would warrant such consideration. It is always our goal to hire exceptional talent and we would be happy to share more about compensation during the hiring process.

Responsibilities

Lead and scale a cross-functional Partner Experience organization while defining and executing a unified partner strategy. Establish high-impact service standards and drive operational rigor through streamlined processes and automation.