Strategic Customer Success Manager
Channel Fusion · United States · 5 days ago
RemoteRemoteCustomer ServiceFull-time
About The Role
What You Own:
- Maintain quantified health scores per account covering usage, support tickets, sentiment, ROI, and adoption. Identify risk before the client raises it.
- 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.
- 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.
Qualifications
- 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
- Familiarity with health scoring tools (Gainsight, ChurnZero, or similar)
- Experience building CS processes from the ground up (this is a greenfield function)