Partner Success Specialist
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 partnerships work in practice: campaigns launched on time, tracking and attribution trusted, questions answered accurately and quickly, and issues resolved before they cost revenue and goodwill.
Catena Media requires this individual to act as the primary operational contact for publishers, resolving day-to-day queries accurately and within agreed response times. The role serves as the operational counterparty on campaigns, with the Strategic Partnership Manager retaining commercial ownership of the relationship. Campaign delivery is owned end-to-end, including launches, tracking changes, creative and offer updates, and change requests, coordinating whoever is required to land them on schedule. Risks to campaign performance or partner satisfaction are identified early and driven to resolution before they impact retention. The role leads Customer Relationship Management (CRM) platform operations and coordination, including following case escalation best practices. It acts as the first line on partner-reported data and attribution issues, reproducing the problem, triaging it, characterizing it accurately, and escalating to Data Operations with the detail needed to act. The resolution clock and the partner-facing narrative are owned from the moment an issue is raised until the partner confirms it is closed. A working understanding of how data flows from operator platforms through tracking, reporting, and BI environments is developed, sufficient to hold a credible technical conversation in both directions. Technical findings are translated into clear, concise updates for partners, building confidence through accuracy and transparency. Recurring patterns across partners are spotted and raised as systemic issues rather than handled one ticket at a time. New partners are shepherded from agreement through compliance to the first live campaign, owning the cycle time and keeping every party moving. Work is done with Compliance to keep onboarding progressing, surfacing blockers early rather than letting them sit. Invoice verification and revenue collection are supported with Finance & Data Operations, investigating discrepancies and driving them to closure. Aged and disputed balances are tracked and chased to resolution alongside Finance. Accurate documentation of partner interactions, campaign changes, and operational processes is maintained. Workflow improvements that reduce cycle time, remove manual effort, or improve the partner experience are identified and implemented. Partner-side feedback is fed to the Product team as concrete, prioritized input.
- Act as the primary operational contact for publishers, resolving day-to-day queries accurately and within 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 drive them to resolution before they 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 tracking, reporting, and BI environments, 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 patterns across partners and raise them as systemic issues rather than handling them one ticket at a time.
- Shepherd 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 driving 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.
- 2–4 years of experience in affiliate marketing, partnership management, customer success, account management, or performance marketing operations (required).
- Demonstrated comfort working with performance data: able to interrogate reporting independently, spot anomalies, and form and test a hypothesis about a discrepancy (required).
- Hands-on experience with BI or analytics environment (Power BI, Looker, Tableau, or equivalent) (required).
- Excellent communication skills, with a track record of explaining technical findings to non-technical audiences (required).
- Exceptional organizational skills and the ability to hold many open threads without dropping any (required).
- Proactive and solution-focused, comfortable owning an outcome cross-functionally across teams (required).
- Experience in affiliate marketing, iGaming, or performance marketing (required).
- Experience in two-side marketplaces, platforms or ad-tech businesses, particularly on the supply side (publisher side) (required).
- Exposure to invoice reconciliation or revenue assurance (required).
Catena Media is a performance-based online marketing and lead-generation company focused on the iGaming, sports betting and esports industries. It connects operators with new customers through a portfolio of affiliate websites and content across multiple markets, with a particular strength in North America. Headquartered in Gżira, Malta, the company employs a globally distributed workforce of more than 200 people. Catena Media is listed on Nasdaq Stockholm.