Customer Success Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Manage a portfolio of approximately 70 smaller clients, enhancing adoption, retention, and value through personalized and group engagement strategies.

• Execute digital campaigns, group webinars, office hours, in-app guidance, tailored success plays, onboarding assistance, adoption checkpoints, health reviews, and renewal-readiness outreach.

• Advise on ServiceChannel methodologies, processes, and configurations that align with customer business goals.

• Track customer health indicators and product usage to pinpoint churn risks and expansion opportunities.

• Address at-risk accounts and escalate issues when necessary.

• Lead customer interactions ranging from digital check-ins to business reviews, providing scorecards and data-driven recommendations.

• Handle incoming requests and prioritize or escalate urgent issues.

• Analyze customer data to identify trends and discrepancies, and convey improvement suggestions along with business value.

• Gather and relay actionable customer feedback for product enhancements.

• Share internal communications concerning customer configuration, usage, system satisfaction, and churn risk.

• Serve as a client advocate while upholding ServiceChannel values and initiatives.

• Collaborate cross-functionally with teams across the US, EMEA, and APAC on customer success strategies.

• Meet annual goals related to adoption, retention, engagement, and overall portfolio health.

• Acquire and maintain technical knowledge of ServiceChannel products.

• Work together with US Customer Success Managers, Support, Product, and other stakeholders.

• Report to the local IDC team lead while maintaining a dotted-line relationship with US-based Customer Success leadership.

⛳️ Requirements

• Bachelor's degree.

• Minimum of two years in customer success, customer support, account management, or a similar client-facing role.

• Exceptional written and verbal English skills, with clear, neutral-accent spoken communication appropriate for live conversations with US customers.

• Practical experience with a SaaS or CMMS platform.

• A functional and systems-oriented approach to resolving complex customer issues.

• Capability to learn and retain working knowledge of SaaS offerings.

• Strong analytical abilities, including interpreting customer data, applying simple statistical summaries, creating meaningful visualizations, identifying trends and anomalies, and clearly communicating insights.

• Effective project and time management skills; ability to multitask and prioritize across a broad portfolio of accounts.

• Competence in scheduling, managing, and conducting remote presentations with internal and external stakeholders, including senior leaders.

• Keen attention to detail and disciplined documentation practices.

• Enthusiasm for building customer relationships, providing excellent service, and resolving conflicts with empathy.

• Self-motivated and dependable; comfortable working independently and collaborating across multiple time zones.

• Adaptable and responsive to feedback; willing to improve processes.

• A collaborative team player capable of supporting peers through cross-training, sharing best practices, and remote communication.

• Must successfully complete a Product Knowledge and Assessment at the end of onboarding.

• Proficient in Microsoft Outlook, Word, PowerPoint, and Excel.

• Preferred: experience in a scaled, digital, or tech-touch customer success model serving a high-volume portfolio.

• Preferred: familiarity with Gainsight, Salesforce, Zendesk, or Pendo.

• Preferred: previous experience supporting US or global customers from an offshore or global delivery center.

• Preferred: experience in facilities management or procurement and finance.

• Preferred: experience with or knowledge of ServiceChannel.

🏝️ Benefits

• Competitive compensation and benefits package.

• Significant opportunities for professional and personal development.

• Remote work flexibility.

• Monday to Friday schedule with no weekend obligations.

• Reliable high-speed internet connection and a quiet, professional work environment are supported and required for remote work.