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
Required Qualifications
Preferred Qualifications
Why This Role
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