VP of Customer Success

We’re looking for our next Channel Champion to join the team as the VP of Customer Success!

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

As the Vice President of Customer Success reporting to the Chief Technology Officer, you will lead our post-sale customer experience, drive retention and renewals, and build the foundation for scalable, customer-led growth. You will oversee the full customer lifecycle—from onboarding and adoption to support and renewal—and play a critical role in improving product usage, retention and expansion and delivering measurable results that move the business forward.

The ideal candidate is a customer-obsessed SaaS executive with a proven ability to align teams around measurable outcomes, deepen product adoption, and transform customer relationships into long-term partnerships.

Responsibilities

In this role, yo u’ll focus on delivering results that move both the team and company forward by :

• 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.

What Success Looks Like

• Net Revenue Retention (NRR) ≥ 110%

• Gross Revenue Retention (GRR) ≥ 90%

• Customer Health Index improvement quarter-over-quarter

• Reduction in onboarding time-to-value

• CSAT and NPS improvements

Qualifications

:

• 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 .

Core Competencies:

• Think in processes and systems, not one-off heroics. Design and scale repeatable playbooks for onboarding, renewals, and QBRs.

• Excellent communication, leadership, and stakeholder management skills .

• Use data and analytics to diagnose problems and prioritize actions.

• Strong partner with Sales to improve handoffs and with Product Marketing to capture and share success stories .

Preferred (nice to have):

• Experience scaling Customer Success and Renewals organizations in a PE backed company .

• Demonstrated success in and knowledge of partnerships, channel and ecosystem go-to-market operations .

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 Eastern Standard Time Z one. Minimal travel expected (20–40% annually).

What We Offer

We thrive in a collaborative, growth-oriented environment that values curiosity and ownership.

• Competitive base salary and performance-based bonus or commission (where applicable)

• 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 a reasonable accommodation to complete any part of the application or perform the essential functions of the job, please contact [email protected] .