Customer Success Manager

• 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.

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 custome