We're hiring a Customer Success Manager (Enterprise) to own a portfolio of strategic customers and drive business outcomes, retention, and growth.
You'll work cross-functionally with Implementation, Support, Product, and Sales - but you are accountable for outcomes.
We've designed our post-sales model to maximize impact:
- Implementation Team → owns onboarding and deployment
- Support → owns reactive issue resolution
- Product & Engineering → own roadmap and prioritization
- Customer Success → owns outcomes, adoption, and commercial growth
- Your role is to own what success looks like for the customer - and ensure it happens
Key Responsibilities
Customer Outcomes & Value Realization
- Define and execute success plans tied to each customer's business goals and partner strategy
- Drive adoption of key workflows that produce measurable ROI (e.g., deal reg, incentives, partner engagement)
- Hold customers accountable to outcomes and timelines
Retention & Growth
- Own Gross Revenue Retention (GRR 6gt;= 90%) and influence Net Revenue Retention (NRR > 110%)
- Identify and execute expansion opportunities tied to customer value
- Partner with Sales and Renewals to drive strong commercial outcomes
Executive Engagement
- Build and maintain relationships with senior stakeholders
- Lead Executive Business Reviews (QBRs) focused on outcomes, benchmarks, and forward strategy
- Position Channelscaler as a strategic partner to the business
Cross-Functional Leadership
- Coordinate across Implementation, Support, Product, and Sales to remove blockers
- Synthesize customer feedback into clear, actionable themes
- Drive internal alignment when customer outcomes are at risk
What Success Looks Like
- GRR 6gt;= 90% and NRR > 110% across your portfolio
- Expansion opportunities are proactively generated across your accounts
- Executive stakeholders are engaged and aligned on measurable outcomes
- You develop customer advocates (references, case studies, champions)
- The above is a result of driving and owning a value-based playbook
Qualifications
Required:
- 5+ years in Customer Success, Account Management, or similar SaaS role
- Proven track record driving retention and/or expansion outcomes
- Experience managing enterprise customers
- Strong executive communication and stakeholder management skills
- Ability to operate independently in a fast-paced, evolving environment
Preferred (nice to have):
- Experience in PRM, channel, or ecosystem-focused platforms
- Familiarity with integrations, APIs, or technically complex SaaS products
- Experience working cross-functionally with Product and Engineering
Who You Are
- Commercially minded: You understand how outcomes tie to revenue
- Outcome-oriented: You focus on impact, not activity
- Comfortable with ambiguity: You don't need perfect structure to succeed
- Proactive: You identify risks and opportunities early
Location & Work Environment
Channelscaler is a remote-first company with team members across the U.S., Ireland, India, and the U.K. For this role, we prefer candidates based in the U.S. Midwest or West Coast to support alignment with our customer base. Minimal travel expected.
What We Offer
We thrive in a collaborative, growth-oriented environment that values curiosity and ownership.
- Competitive base salary
- 25 days of paid time off annually
- 12 dedicated training days per year for professional development
- Paid parental leave
- Health insurance (PPO and HSA plan options)
- 401(k) match
- Fully remote work environment with flexible hours
- Annual team offsites and opportunities for in-person collaboration
