Note: The job is a remote job and is open to candidates in USA. Channel Fusion is transforming into a product-led organization while maintaining its enterprise clients. The Strategic Customer Success Manager will serve as the primary relationship owner for a portfolio of enterprise accounts, focusing on client outcomes, proactive health monitoring, and cross-functional coordination.
Responsibilities
- 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
- Single voice to the client during quality issues, outages, or delivery concerns. Coordinate internally, communicate externally with clarity and confidence
- Work daily with Field Product Managers (specs, requirements) and Forward Deployed Engineers (integrations, data mapping). Translate client needs into actionable product input
- Represent the client's voice in roadmap discussions. Surface patterns across accounts that inform platform investment
Skills
- 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
- 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)
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