Strategic Customer Success Manager

Channel Fusion

About The Position

The Strategic Customer Success Manager role focuses on ensuring client outcomes and health, delivering outcome-focused Quarterly Business Reviews (QBRs), driving retention and expansion, managing escalations, and acting as a client advocate. This role involves close collaboration with Field Product Managers and Forward Deployed Engineers, translating client needs into product input, and representing the client's voice in roadmap discussions. The role does not own technical specifications, data mapping, sprint planning, or defect fixing, but ensures clients feel heard and informed during issue resolution.

Requirements

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.

Nice To Haves

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)

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 (QBRs) that are ROI reviews and adoption gap analyses.
Show clients the business impact of their channel programs.
Own renewal outcomes (not contract negotiation).
Identify expansion opportunities and partner with sales on growth.
Serve as the single voice to the client during quality issues, outages, or delivery concerns.
Coordinate internally and communicate externally with clarity and confidence during escalations.
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.