Customer Success Manager

Description

Customer Success Manager

Scaled Success · India Development Center · Remote, India

ServiceChannel is the leading cloud-based service automation platform for facilities management. We offer a single platform to source, procure, manage, and pay for repair and maintenance services from commercial contractors. Well established yet still driven by the spirit of a startup even after 27 years, we are on a high-growth trajectory and committed to building a great product for our customers and an extraordinary work environment for our employees to succeed professionally and personally.

Position Summary

We are building a team of Customer Success Managers in our India Development Center to support our scaled customer segment through a one-to-many, digital-led success model. As part of a team of Customer Success Managers, you will help steward a shared portfolio of roughly 300 smaller customers (about 70 accounts each) and drive product adoption, retention, and measurable value at scale. The role blends the consultative instincts of a traditional Customer Success Manager with the efficiency of scaled and digital engagement: repeatable success plays, curated digital touchpoints, and data-informed outreach that reach many customers without sacrificing quality. It suits a strategic problem solver and an organized doer who thrives on a high-volume book, works well independently across time zones, and takes pride in helping customers get the most from their technology.

Key Responsibilities

• Own a portfolio of roughly 70 smaller customers, driving adoption, retention, and value through a mix of one-to-one and one-to-many engagement, including digital campaigns, group webinars, office hours, in-app guidance, and curated success plays.

• Proactively recommend ServiceChannel standard methodologies, processes, and configurations that align with each customer's business objectives and drive full adoption of ServiceChannel's product offering across the customer lifecycle.

• Run repeatable, scalable success motions such as onboarding assists, adoption checkpoints, health reviews, and renewal-readiness outreach, tuned to the needs of a high-volume book.

• Monitor customer health signals and product usage to identify churn risk and expansion opportunities, triaging at-risk accounts and escalating when needed.

• Lead customer engagements ranging from digital check-ins to business reviews, delivering scorecard results and clear, data-informed recommendations appropriate to each customer's segment.

• Respond quickly and efficiently to inbound requests, prioritizing and escalating critical issues to protect the customer experience.

• Review customer data to surface trends and anomalies, make proactive improvement suggestions, and explain the business value of those recommendations.

• Collect and communicate actionable customer feedback to drive ongoing product improvements.

• Provide internal communications on customer configuration, usage, system satisfaction, and churn risk.

• Act as a client advocate while keeping ServiceChannel's values and initiatives in mind.

• Work cross-functionally with ServiceChannel teams across the US, EMEA and APAC to set and execute customer success strategies.

• Achieve annual performance objectives tied to customer adoption, retention, engagement, and overall portfolio health.

• Learn & maintain technical knowledge of ServiceChannel’s offerings.

Working Hours & Location

This is a remote role based in India and operating from our India Development Center. To support our US-based customers, the team works an evening and overnight shift aligned to US Eastern business hours, roughly 9:00 AM to 6:00 PM ET, which corresponds to approximately 6:30 PM to 3:30 AM IST (the exact window shifts by about an hour with US daylight saving time). The schedule is Monday through Friday, with no weekend work. A reliable high-speed internet connection and a quiet, professional work environment are required.

Required Skills & Experience

• Bachelor's degree.

• Two or more years in customer success, customer support, account management, or a related client-facing role.

• Excellent written and verbal English, with clear, neutral-accent spoken communication suited to live conversations with US customers.

• Hands-on experience with a SaaS or CMMS platform, and a functional, systems-minded approach to solving complex customer problems.

• Ability to learn and maintain working knowledge of SaaS offerings.

• Strong analytical skills, including the ability to read customer data, apply simple statistical summaries, build meaningful visualizations, spot trends and anomalies, and communicate them clearly to varied audiences.

• Solid project and time management, with the ability to multitask and prioritize across a large book of accounts.

• Comfort scheduling, managing, and running presentations remotely with internal and external stakeholders, including senior leaders.

• Strong attention to detail and disciplined documentation, accurately capturing information and recording it while following processes correctly.

• Passion for building customer relationships, delivering great service, and resolving conflict with empathy.

• Self-directed and reliable, comfortable working autonomously and collaborating with colleagues and customers across time zones.

• Adaptive and responsive to feedback, and open to improving processes where needed.

• A collaborative team player who supports peers through cross-training, shared best practices, and remote communication.

• A genuine willingness to ask, learn, advance, and engage with teammates to achieve collective excellence.

• Must be able to pass a Product Knowledge and Assessment at the completion of onboarding.

• Proficient in Microsoft Outlook, Word, Power Point, and Excel.

Preferred Skills & Experience

• Experience within a scaled, digital, or tech-touch customer success model serving a high-volume portfolio.

• Familiarity with CRM and customer success platforms such as Gainsight, Salesforce, Zendesk, or Pendo.

• Prior experience supporting US or global customers from an offshore or global delivery center.

• Facilities management or procurement and finance experience.

• Experience with or familiarity with ServiceChannel.

Tools & Systems

In this role you will regularly work with the following tools and systems:

Tool / System

Purpose

ServiceChannel

Core service automation platform

Gainsight

Customer success and account health management

Salesforce

Sales system of record

Zendesk

Customer support ticketing

Slack

Internal communication

Microsoft Office

Internal and external communication, document prep, and analysis

JIRA

Internal collaboration

How Success Is Measured

Performance is measured against a balanced set of scaled-success metrics. Specific targets are set with Customer Success leadership and evolve as the program matures. Representative measures include:

• Gross and net revenue retention across the assigned portfolio.

• Customer (logo) retention within the scaled segment.

• Product adoption and health-score coverage across the book.

• Customer satisfaction (CSAT) and Net Promoter Score (NPS).

• Response and resolution times against agreed service levels for inbound requests.

• Engagement or coverage rate, meaning the share of the portfolio reached through proactive and digital touchpoints.

• Timely completion of success plays, health checks, and scheduled business reviews.

Reporting & Team

This position is based in the India Development Center and reports to the local IDC team lead, with a dotted-line relationship to US-based Customer Success leadership. You will collaborate closely with US Customer Success Managers and with Support, Product, and other cross-functional partners as part of a close-knit team supporting the scaled customer segment.

About ServiceChannel & Fortive

ServiceChannel helps many of the world's best-known brands manage their brick-and-mortar facilities. Our customers are market leaders across the retail, restaurant, grocery, convenience store, fitness, banking, education, and health industries. The facilities and store-operations teams at CVS, Trader Joe's, Adidas, Louis Vuitton, and Chipotle, among 500 other brands in more than 70 countries, rely on ServiceChannel to deliver the best possible guest and employee experience. We continue to earn our leadership position by innovating in data analytics, IoT, and machine learning through our market-leading software and services.

As a brand shaping the future of our industry, we succeed by recruiting and developing the best talent available. This is a team driven to do better, focused on continuous improvement, acting with integrity, and working together to win together.

In 2021, ServiceChannel joined the Fortive group of leading technology companies, united by a common purpose to make the world stronger, safer, and smarter. Fortive accelerates ServiceChannel's growth through extraordinary business systems, cross-industry expertise, and employee-development resources. A diversified industrial growth company, Fortive holds leading positions in attractive markets and is guided by a culture of continuous improvement through the Fortive Business System. For more information, visit

We offer a competitive compensation and benefits package, along with strong opportunities for professional and personal growth.

Equal Opportunity Employer

Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and welcome applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive is also committed to providing reasonable accommodations for applicants with disabilities; individuals who need an accommodation for any part of the employment process should ask to speak with a Human Resources representative.