Customer Success Manager (Enterprise)
New
C
ChannelscalerSaaS, Partner Ecosystem
United StatesFull-TimeSenior
Salary not disclosed
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Job Details
- Required Skills
- Stakeholder managementCustomer SuccessSaaSAccount Management
Requirements
- 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.
- Experience in PRM, channel, or ecosystem-focused platforms (preferred).
- Familiarity with integrations, APIs, or technically complex SaaS products (preferred).
- Experience working cross-functionally with Product and Engineering (preferred).
Responsibilities
- 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.
- 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.
- Build and maintain relationships with senior stakeholders.
- Lead Executive Business Reviews (QBRs) focused on outcomes, benchmarks, and forward strategy.
- Coordinate across Implementation, Support, Product, and Sales to remove blockers.
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