Job Description

About Channel Fusion

Channel Fusion is a channel marketing company serving 30+ enterprise clients, currently in an exciting transformation from a services-heavy model to a product-led organization. As we evolve, we are standing up a Customer Success function for the first time — built as a hybrid model that combines the depth of enterprise Account Management with the rigor and structure of modern Customer Success.

The Opportunity

This is a greenfield leadership role. You won't be inheriting a playbook — you'll be writing it.

As Director of Strategic Customer Success, you are the architect of this function. You will simultaneously carry a portfolio of strategic accounts and build the CS organization from the ground up. You'll report to senior leadership and be directly accountable for net revenue retention, team performance, and CS infrastructure across our enterprise client base.

This is not a Silicon Valley CSM role. This is high-touch, executive-level client partnership — with structure, measurement, and clear ownership.

What You'll Own

Function Build-Out

Design and implement the CS operating model from scratch: health scoring framework, QBR methodology, escalation protocols, onboarding playbooks, and expansion motion. Prior services relationships are an asset, not a constraint.

Team Leadership

Hire, onboard, and develop a team of Strategic CSMs, each managing 8–12 enterprise accounts. Define performance standards, conduct account health reviews, coach through complex client situations, and own headcount planning.

Portfolio Oversight

Maintain executive-level visibility across the full CS portfolio. Personally own a subset of strategic, high-complexity, or at-risk accounts. Serve as executive sponsor when client relationships require senior presence.

Retention & Expansion

Own aggregate renewal rates and net revenue retention targets. Partner with Sales on expansion pipeline, territory strategy, and client segmentation.

Cross-Functional Leadership

Serve as the CS voice in product roadmap discussions, engineering prioritization, and executive reviews. Translate patterns across accounts into investment signals. Hold cross-functional partners accountable to SLAs that affect client experience.

Executive Client Relationships

Represent Channel Fusion at the C-suite and VP level. Lead executive business reviews and navigate escalations that exceed the CSM level.

CS Infrastructure & Tooling

Select, implement, and optimize the CS tech stack (Gainsight, ChurnZero, or equivalent). Define the data inputs and reporting cadences that make account health visible and actionable. Leverage AI tools to drive team efficiency and insight synthesis.

What You Will Not Own

• Technical specifications — owned by Field Product Managers
• Data mapping and integration work — owned by Forward Deployed Engineers
• Sprint planning and delivery commitments — owned by the Director of Tech Solutions Lab
• Defect resolution — owned by Engineering

Required Qualifications

• 8+ years in Customer Success, Account Management, or Client Services in B2B SaaS or enterprise technology
• 3+ years managing CS or Account Management teams
• Demonstrated ownership of net revenue retention at the portfolio level
• Enterprise account experience with clients in the $100K–$1M+ ARR range
• Greenfield or build-from-scratch CS experience
• Executive-level communication and relationship skills
• Cross-functional experience working alongside Product, Engineering, and Sales
• Experience using AI tools to drive team efficiency or insight automation

Preferred Qualifications

• Background in channel marketing, incentive management, or partner enablement
• Experience at a company transitioning from a services-led to a product-led model
• Gainsight, ChurnZero, Totango, or similar platform experience at the admin/configuration level
• Player-coach experience — personally carrying accounts while managing a team simultaneously
• Familiarity with forward-deployed technical team models (FPMs, FDEs, solutions engineers)

Why This Role

• Build something from zero — the infrastructure, the team, the culture
• Direct line to senior leadership and a seat at the table on product direction
• A stable base of 30+ enterprise clients with existing, trusted relationships
• You're joining at an inflection point — the kind of moment that defines careers

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