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About the Role

Gyde is seeking a technical builder to serve as the Director of Partner Success. This role will own the adoption of GydeOS across newly acquired agencies, from initial login to full broker activation. You will be responsible for building implementation playbooks, quality gates, training curricula, dashboards, and necessary tooling. This is a build-first role where you will write scripts, set up dashboards, and leverage AI coding tools to solve problems and inform the product roadmap. You will also act as a player-coach, providing hands-on support for complex implementations and acting as the senior escalation point for technical issues. You will partner with the Head of Partner Growth and the Head of Product to streamline onboarding and drive agency success.

Responsibilities

Own implementation playbooks and SOPs, and define quality gates across commissions configuration, hierarchy mapping, book-of-business ingestion, carrier contracting, and campaign/AI Skill setup
Document and train the team on configuring Gia (our AI agent) to each agency's specific book, carriers, line-of-business entitlements, and workflows
Own internal team training and external agent/broker training, including building customer service workflows, FAQ pages, and the broader training curriculum and enablement library
Partner with Product on new feature and product rollouts, and with Marketing, to train external agents and brokers on new capabilities
Drive downline broker onboarding and adoption at scale
Continuously improve implementation speed, quality, and consistency
Build one-off data transformations, scripts, and troubleshooting tools to solve agency-specific problems using AI coding tools
Build dashboards and reporting to make onboarding health visible for single agencies and the entire portfolio
Stand up one-off CRM implementations for agencies outside supported connector sets, and source or implement supporting vendor tools
Partner with Product & Engineering to convert recurring one-off fixes into permanent, automated GydeOS capability
Support implementation for the largest, most sensitive, or highest-risk agency acquisitions
Serve as the senior-most escalation point for technical issues
Set the standard of execution personally on flagship implementations before codifying the approach into the team's playbook
Hire, onboard, coach, and develop a high-performing team of Partner Success Specialists
Set and hold the technical and operational bar the team is measured against
Set and monitor SLAs for the team, and coach specialists to consistently meet them
Own capacity planning, staffing, and resource allocation across concurrent implementations
Work in close collaboration with Partner Growth to make time-to-value the central metric of every implementation
Track and report on key outcomes: time to value, number of downline brokers onboarded, revenue generated through the AI platform, and broker/owner NPS

Requirements

Deep fluency in SQL and Python for data validation, transformation, and one-off scripting
Daily, practical experience with AI coding tools (Claude Code, Codex, or similar)
A track record of building BI/analytics dashboards and reporting from scratch
Experience building implementation or onboarding functions from scratch through a period of rapid growth
Strong operational instincts — thinking in process design, automation, capacity planning, and continuous improvement
Commercial mindset who indexes on revenue growth and knows how to work with Sales teams
Cross-functional fluency with Product and Engineering, with the judgment to know when a fix should stay one-off and when it should become permanent product
6–10 years in implementation, onboarding, professional services, or technical customer success in B2B SaaS
Experience as the most senior technical resource on a team
Excellent, trust-building people skills; comfort being the face of the company on high-stakes, sensitive agency relationships involving commission and financial data
Willingness to travel roughly 25% during active implementations

Skills

SQL
Python
AI coding tools (Claude Code, Codex, or similar)
BI/analytics dashboards and reporting
Implementation playbooks
SOPs
Quality standards
Training curricula
Process design
Automation
Capacity planning
Continuous improvement
Sales collaboration
Product collaboration
Engineering collaboration
People management
Client-facing communication

Location

Remote

Work Type

Full-time

Experience Level

6-10 years in implementation, onboarding, professional services, or technical customer success in B2B SaaS
Senior technical resource on a team

Benefits

Flexible (Unlimited) Paid Time Off
Medical, Dental, and Vision benefits for you and your family
Retirement Plan (e.g., 401K)
Parental Leave

About the Company

Insurance brokers are an underleveraged asset in the healthcare value chain, guiding millions through plan selection and care navigation with outdated tools.
Gyde is building the first AI-native insurance brokerage platform to automate operations, power intelligent voice and chat, and predict coverage needs.
The company acquires traditional brokerages and transforms them into data-driven organizations using its platform.
Gyde's platform enables agencies to run more efficiently, serve clients more personally, and scale faster.
The founding team has experience from Oscar, Stripe, Vista Equity Partners, and Alpine.
Gyde has raised $60M in financing led by Lightspeed, with participation from Optum Ventures, Crystal Venture Partners, Virtue, MVP Ventures, and others.