Strategic Customer Success Manager
Channel Fusion
- Location
- Onsite (Remote (United States))
- Employment
- Full-time
- Level
- Senior Level
Posted 4 days ago
About the Role
Channel Fusion is seeking a Strategic Customer Success Manager to drive client outcomes and health monitoring for enterprise accounts. This role focuses on ensuring clients achieve their desired business results through their channel programs.
Skills
Customer Success Management
Account Management
Retention Strategy
Expansion Strategy
Quarterly Business Reviews
Health Scoring
Client Advocacy
Cross-Functional Coordination
Data Analysis
Escalation Management
B2B SaaS
AI Tool Integration
Perks
- Remote work
Full job details
About the Role
What You Own
- Client Outcomes & Health Monitoring — Maintain quantified health scores per account covering usage, support tickets, sentiment, ROI, and adoption. Identify risk before the client raises it.
- QBR Delivery — Run outcome-focused Quarterly Business Reviews. These are ROI reviews and adoption gap analyses, not status updates. Show clients the business impact of their channel programs.
- Retention & Expansion — Own renewal outcomes (not contract negotiation). Identify expansion opportunities and partner with sales on growth.
- Escalation Communication — Single voice to the client during quality issues, outages, or delivery concerns. Coordinate internally, communicate externally with clarity and confidence.
- Cross-Functional Coordination — Work daily with Field Product Managers (specs, requirements) and Forward Deployed Engineers (integrations, data mapping). Translate client needs into actionable product input.
- Client Advocacy & Product Feedback Loop — Represent the client's voice in roadmap discussions. Surface patterns across accounts that inform platform investment.
What You Do NOT Own
- Technical specifications — Owned by the Field Product Manager
- Data mapping or integration work — Owned by the Forward Deployed Engineer
- Sprint planning or delivery commitments — Owned by the Director of Tech Solutions Lab
- Fixing defects — Owned by Engineering. Your job is to ensure the client feels heard, informed, and confident the issue is being addressed.
Qualifications
Required
- 5+ years in Customer Success, Account Management, or Client Services in B2B SaaS or enterprise technology
- Experience managing a portfolio of enterprise accounts ($100K+ ARR each)
- Track record of retention and expansion in complex, multi-stakeholder environments
- Strong analytical skills — comfort with health scoring frameworks, data-driven QBRs, and usage analytics (Logrocket, etc)
- Exceptional communication skills — ability to serve as the single voice to a client during escalations
- Experience working cross-functionally with Product, Engineering, and Sales teams
- Demonstrated experience using AI tools to synthesize insights or automate reporting workflows — beyond basic chatbot or prompt usage.
Preferred
- Experience in channel marketing, incentive management, or partner enablement platforms
- Background in companies transitioning from services-heavy to product-led models
- Familiarity with health scoring tools (Gainsight, ChurnZero, or similar)
- Experience building CS processes from the ground up (this is a greenfield function)