VP of Customer Success

Job not on LinkedIn

November 18

🍂 Massachusetts – Remote

Although this job is listed in Massachusetts, this company may be open to hiring remote in other states.

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Channelscaler

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SaaS • B2B

Channelscaler is a modular, AI-powered partner relationship management (PRM) and channel automation platform that helps B2B organizations manage partner portals, deal registration, incentive programs, MDF, training (LMS), partner performance dashboards, and channel data integrations. Formed by the merger of Allbound and Channel Mechanics, Channelscaler centralizes partner programs, incentives, reporting, and integrations to streamline go-to-market through partner ecosystems, scale partner revenue, and improve ease of doing business.

51 - 200 employees

☁️ SaaS

🤝 B2B

📋 Description

• Lead and scale the Customer Success organization, including Customer Success Management, Onboarding, Support, and Customer Operations. • Own customer retention, renewals, and satisfaction metrics (NRR, GRR, logo retention, CSAT, NPS). • Develop a world-class onboarding and adoption process to accelerate time-to-value and ensure customer health across segments. • Implement scalable playbooks for health scoring, risk management, and proactive customer engagement. • Partner cross-functionally with Product, Sales, and Marketing to ensure the voice of the customer drives roadmap and GTM alignment. • Oversee Customer Support operations, driving improvements in response times, resolution rates, and customer experience. • Forecast and manage renewals pipeline in collaboration with Finance and Sales; introduce expansion and upsell signals for the sales team. • Build a data-driven success culture, using metrics, automation, and systems to improve predictability and performance. • Hire, coach, and develop a high-performing team of CSMs, Onboarding Managers, and Support professionals.

🎯 Requirements

• 10+ years of experience in Customer Success, Account Management, or Post-Sales leadership in a B2B SaaS environment. • Proven track record owning retention, renewals, and customer satisfaction at scale ($10M–$50M+ ARR). • Experience leading multi-functional CS teams (CSM, Onboarding, Support, Operations). • Strong command of SaaS metrics and experience building data-driven success programs. • Demonstrated success partnering with Product and Sales to improve adoption and drive outcomes. • Experience designing or evolving CS tech stack (e.g., Gainsight, Vitally, Catalyst, HubSpot, Salesforce) and CS organizations/structures.

🏖️ Benefits

• 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