Customer Success Manager (Enterprise)

Channel Mechanics; Chicago, Northern (IL, KY); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Competitive base salary

25 days paid time off annually

12 training days per year

Paid parental leave

Health insurance (PPO & HSA)

401(k) match

Fully remote work environment

Annual team offsites

Job summary

Channelscaler is seeking a Customer Success Manager (Enterprise) to own a portfolio of strategic customers and drive business outcomes, retention, and growth. You’ll collaborate with Implementation, Support, Product, and Sales, and you will be accountable for outcomes and adoption.

You’ll manage executive engagements, build strong relationships with senior stakeholders, and lead strategy reviews to position Channelscaler as a strategic partner to the business.

Qualifications

• 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.

Responsibilities

• Define and execute success plans tied to each customer’s goals and partner strategy.
• Drive adoption of key workflows that produce measurable ROI.
• Hold customers accountable to outcomes and timelines.
• Own Gross Revenue Retention and influence Net Revenue Retention.
• Lead Executive Business Reviews focused on outcomes and strategy.
• Coordinate across teams to remove blockers and synthesize feedback.

Skills

Executive communication

Stakeholder management

Account management

Cross-functional collaboration

Independent working

Tools

PRM platforms

APIs

SaaS integrations

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 [e-mail].