Strategic Customer Success Manager

About the Company Channel Fusion is transforming from a services-heavy channel marketing company into a product-led organization while retaining 30+ enterprise clients. We're introducing a Customer Success function for the first time — built as a hybrid model combining deep enterprise Account Management with the rigor of modern Customer Success. This is not a Silicon Valley CSM playbook. This is strategic, high-touch client partnership with structure, measurement, and clear ownership. The Strategic CSM will serve as the primary relationship owner for a portfolio of 8–12 enterprise accounts, owning client outcomes, proactive health monitoring, and cross-functional coordination across Product, Engineering, and executive leadership. 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)