Job description
We’re looking for our next Channel Champion to join the team as our Customer Success Manager!
About Channelscaler
Channelscaler is transforming how companies scale through their partners. Our AI-powered platform automates and simplifies partner engagement — from onboarding and incentives to performance tracking — helping vendors and partners grow faster together.
With one unified system, companies manage their entire partner lifecycle with ease and clarity. We’re building a category-defining company rooted in expertise, empathy, and innovation — and we’re just getting started.
About the Role
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 ≥ 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 ≥ 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
Equal Opportunity Employer
Channelscaler is an equal opportunity employer. We believe that diverse teams create better outcomes. We celebrate diversity and are committed to creating an inclusive environment for all employees, including those with disabilities. If you require reasonable accommodation to complete any part of the application or perform the essential functions of the job, please contact .
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.