Channelscaler

Customer Success Manager

• 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.

VP of Customer Success

Performance Marketing

• Build and run an integrated demand generation engine
• Design and execute multi-channel campaigns that combine paid, owned and earned tactics to drive awareness and pipeline
• Lead the account-based marketing motion – from audience selection to orchestration to measurement and optimization
• Optimize the full sales funnel
• Partner with Sales and RevOps to optimize the end-to-end funnel , ensuring smooth lead handoff and accurate attribution
• Build and optimize automated nurture campaigns that convert, segmenting by persona , stage, need state and engagement
• Continuously test, analyze and improve conversion rates across each stage of the funnel
• Collaborate cross-functionally

Demand Generation Manager

Business Development Rep

• Engage potential customers through email, phone, and LinkedIn to identify and qualify new business opportunities.
• Book discovery calls and demos for Account Executives, ensuring a smooth handoff and setting them up for success.
• Develop a deep understanding of the company's platform and the broader SaaS landscape, enabling you to confidently articulate our value and build credibility with prospects.
• Learn each prospect’s business goals and challenges, aligning the company's solutions to their needs in a thoughtful, consultative way.
• Research accounts and contacts to uncover key insights and ensure accurate, high-quality data in the CRM.
• Consistently meet or exceed monthly goals for qualified meetings and pipeline generation.

Business Development Representative

DevOps Engineer

• CI/CD Pipeline Management: Design, implement, and maintain Continuous Integration/Continuous Deployment (CI/CD) pipelines using Azure DevOps.
• Automate testing, deployment, and monitoring of applications across multiple environments.
• Integrate various development tools and platforms within the CI/CD pipeline.
• Infrastructure as Code (IaC): Develop and maintain infrastructure as code using tools such as Terraform, ARM templates, or Bicep.
• Manage and automate Azure infrastructure provisioning, scaling, and monitoring.
• Ensure infrastructure is secure, scalable, and resilient.
• Azure Environment Management: Manage and optimize Azure resources, including databases, networking, and storage.
• Monitor and troubleshoot performance, reliability, and security issues within the Azure environment.
• Collaboration and Support: Work closely with development, QA, and operations teams to ensure smooth and efficient software delivery.
• Provide guidance and support to development teams on best practices for DevOps and cloud-native development.
• Conduct regular reviews of infrastructure and processes, making recommendations for improvement.
• Security and Compliance: Implement and maintain security best practices in the Azure environment.
• Ensure compliance with industry standards and regulations (e.g., GDPR, HIPAA, etc.).
• Conduct regular audits and reviews of security policies and configurations.
• Monitoring and Logging: Implement monitoring, logging, and alerting systems using Azure Monitor, Log Analytics, and Application Insights.
• Ensure system uptime and availability by proactively identifying and resolving issues.
• Analyze performance metrics and make data-driven decisions to optimize infrastructure and processes.

VP of Customer Success

Demand Generation Manager

Business Development Representative

Azure DevOps Engineer