Channel Account Manager

When you join Exclaimer you will join a global award‑winning SaaS provider with an exceptional revenue rate, ambitious growth plans, and an inclusive and outcomes‑driven culture. Exclaimer is a high‑growth SaaS company with 300+ colleagues across the UK, US, Europe, and Asia‑Pacific. We promote a people‑first culture built on fairness, inclusion, psychological safety, and continuous learning. As we evolve into a multi‑channel platform for branded business communications, we offer employees the opportunity to shape the future of global communication—while growing their careers in a culture where curiosity, creativity, and accountability thrive.

We’re officially Great Place To Work Certified™. Exclaimer has been recognised by Great Place To Work® for our culture of collaboration, trust, and growth. This certification reflects our commitment to creating an environment where every voice matters and people genuinely enjoy coming to work.

Position Overview

We’re seeking a results‑driven Channel Account Manager to support the growth of our partner network within an assigned region or territory. This role is centred on partner success, expansion ARR, renewals performance, and delivering an exceptional partner experience. Channel Account Managers work closely with Account Executives to progress and close partner‑sourced opportunities. CAMs qualify and develop partner‑sourced deals, then work with AEs to progress and close them, ensuring partners are enabled and supported throughout. CAMs also fully own and close all Expansion ARR, serving as key drivers of customer growth within the partner ecosystem.

Key Responsibilities

• Partner Success & Relationship Management
  • Own day‑to‑day relationships across your partner portfolio.
  • Drive partner onboarding, enablement, certification, and NFR activation.
  • Lead partner business reviews and performance check‑ins.
  • Improve partner productivity and drive adoption of PRM tools.
• Expansion ARR Ownership (50 % of Variable Compensation)
  • Fully own and close Expansion ARR (seat expansions, upgrades, overages) across your partner portfolio, with specific rules by segment (e.g. Global/Regional VARs vs MSPs).
  • Meet expansion ARR targets by region/segment.
• New Partner‑Sourced ARR Influence (50 % of Variable Compensation)
  • Register and qualify all partner‑sourced opportunities.
  • Provide partners with guidance to progress active deals.
  • Work with our AE team to close new partner‑sourced opportunities.
• Partner Case Hygiene & Support SLAs
  • Manage partner account support and operational needs to ensure timely resolution of all inquiries and requests.
  • Maintain high standards of responsiveness and quality by meeting SLA targets, including first response within 4 business hours and resolution within 48 hours.
  • Proactively monitor and address partner issues to prevent aging cases, ensuring case hygiene remains above 95 %.
  • Deliver a consistently positive partner experience, reflected in partner CSAT scores of ≥ 90 %.
• Partner Experience & Performance KPIs
  • Drive initiatives to improve partner engagement, satisfaction, and overall experience across your portfolio.
  • Lead partner onboarding and activation programs, ensuring partners are effectively trained and actively engaged within 30 days.
  • Promote and support adoption of PRM tools and resources, encouraging regular and meaningful usage by partners.
  • Collaborate with partners to optimise renewals processes and reduce manual intervention year over year.
  • Implement strategies and activities that support improved partner retention (GRR) and satisfaction (NPS).

Compensation Structure

60/40 base‑to‑variable split. Variable Compensation (40 % of total compensation): 50 % = New ARR Influence, 50 % = Expansion ARR. Pipeline creation and coverage are KPIs, but only closed‑won partner‑sourced ARR and expansion ARR drive commission.

Qualifications

• 5 + years in Partner Management, SaaS Account Management, or Customer Success.
• Experience working with channel ecosystems (VARs, MSPs, distributors and Microsoft Marketplace).
• Strong operational discipline and SLA management capability.
• Excellent communication, enablement, and relationship‑building skills.

At Exclaimer, we’re proud to offer a benefits package that reflects our commitment to supporting you professionally, personally, and wherever life takes you. Alongside competitive pay, you’ll have access to generous paid time off, flexible working options including our XFlex programme and a “work from anywhere” allowance - plus enhanced leave for all new parents, regardless of gender, family structure, or path to parenthood. Our wellbeing offering includes comprehensive healthcare coverage, fully funded insurance and income protection, access to 24/7 virtual care, and mental health, legal and financial support through employee assistance programmes. We help you plan for the future with contributory retirement plans and savings support, and back your day‑to‑day wellbeing with perks like subscriptions to Calm and Blinkist, fitness and lifestyle credits, global travel assistance and a wide range of discounts.

Wherever you’re based, you’ll find that Exclaimer’s benefits are designed to help you thrive: at work and beyond. At Exclaimer, inclusion is more than a policy - it’s part of who we are. We’re proud to be an equal‑opportunity employer and welcome applications from people of all backgrounds, experiences, and identities. We consider all candidates fairly and without discrimination irrespective of ethnicity, race, religion, nationality, age, gender, marital status, disability, neurodivergence, caring responsibilities, sexual orientation, or gender identity. We’re building a culture where everyone feels they belong and can thrive, and we’d love for you to be part of it. If you require any reasonable adjustments or support through the application or hiring process, please email the team in confidence via Work@Exclaimer.com to let us know.