Customer Success Manager

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.