Customer Success Manager

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

📋 Description

• Manage a portfolio of approximately 70 smaller clients.

• Foster adoption, retention, and value through personalized and group engagement initiatives, including digital campaigns, webinars, office hours, in-app guidance, and tailored success strategies.

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

• Conduct onboarding support, adoption assessments, health reviews, and outreach for renewal readiness.

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

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

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

• Handle incoming requests and escalate critical matters.

• Analyze customer data to identify trends and irregularities, providing recommendations for improvement.

• Gather and relay actionable customer feedback for product enhancements.

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

• Serve as an advocate for clients.

• Collaborate cross-functionally with teams across the US, EMEA, and APAC.

• Meet performance targets related to adoption, retention, engagement, and portfolio health.

• Maintain up-to-date technical knowledge of ServiceChannel offerings.

• Work in partnership with the local IDC team lead, US Customer Success leadership, Support, Product, and other cross-functional collaborators.

⛳️ Requirements

• Bachelor's degree.

• A minimum of two years in customer success, customer support, account management, or a similar client-facing position.

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

• Practical experience with a SaaS or CMMS platform.

• A functional, system-oriented approach to addressing complex customer challenges.

• Capability to learn and maintain a working understanding of SaaS offerings.

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

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

• Comfort in scheduling, managing, and delivering remote presentations to internal and external stakeholders, including senior leadership.

• Strong attention to detail and disciplined documentation practices.

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

• Self-motivated and dependable, able to work independently and collaborate across different time zones.

• Flexible and responsive to feedback.

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

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

• Preferred: experience in a scaled, digital, or tech-touch customer success environment.

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

• Preferred: previous experience assisting US or global clients from an offshore or global delivery center.

• Preferred: knowledge of facilities management or procurement and finance.

• Preferred: experience with or knowledge of ServiceChannel.

🏝️ Benefits

• Competitive salary and benefits package.

• Strong opportunities for both professional and personal development.

• Flexible remote work options.

• Monday to Friday schedule with no weekend work requirements.