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 engagements.

• Execute digital campaigns, conduct group webinars, hold office hours, provide in-app guidance, and implement tailored success strategies.

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

• Implement scalable success initiatives, including onboarding assistance, adoption evaluations, health assessments, and outreach for renewal readiness.

• Track customer health indicators and product usage to detect churn risks and identify opportunities for expansion.

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

• Facilitate digital check-ins and business reviews, presenting scorecard outcomes and data-driven recommendations.

• Handle incoming requests and escalate urgent issues as needed.

• Analyze customer data to uncover trends and anomalies, providing recommendations that convey business value.

• Gather and relay actionable customer feedback for product enhancements.

• Share internal communications regarding customer configurations, usage statistics, satisfaction levels, and churn risks.

• Serve as a client advocate.

• Collaborate across functions with teams in the US, EMEA, and APAC.

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

• Acquire and maintain technical expertise in ServiceChannel offerings.

⛳️ Requirements

• Bachelor’s degree.

• A minimum of two years’ experience 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 suitable for live interactions with US customers.

• Practical experience with a SaaS or CMMS platform.

• A functional, systems-oriented approach to resolving complex customer challenges.

• Capability to learn and keep up-to-date with SaaS offerings.

• Strong analytical abilities, including interpreting customer data, creating simple statistical summaries, developing meaningful visualizations, identifying trends and anomalies, and conveying these insights effectively.

• Excellent project and time management skills, with the ability to multitask and prioritize across a diverse portfolio of accounts.

• Comfortable scheduling, managing, and delivering remote presentations to both internal and external stakeholders, including senior leaders.

• High attention to detail and disciplined documentation practices.

• A passion for building customer relationships, providing exceptional service, and resolving conflicts with empathy.

• Self-motivated and dependable, capable of working independently as well as collaborating across different time zones.

• Responsive to feedback and adaptable to change.

• A collaborative team player who supports peers through cross-training, sharing best practices, and effective 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 within a scaled, digital, or tech-touch customer success framework.

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

• Preferred: prior 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 salary and benefits package.

• Significant opportunities for professional and personal development.

• Remote work arrangement.

• Monday to Friday schedule with no weekend commitments.