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 customer value through both individualized and group engagement efforts

• Execute digital campaigns, host group webinars, provide office hours, offer in-app guidance, and implement tailored success strategies

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

• Conduct onboarding assistance, adoption evaluations, health assessments, and outreach for renewal readiness

• Track customer health indicators and product usage to spot churn risks and expansion possibilities

• Address at-risk accounts and escalate issues as necessary

• Facilitate digital check-ins and business reviews using scorecards and data-driven recommendations

• Handle incoming requests and escalate urgent issues

• Analyze customer data to detect trends and anomalies, providing recommendations for enhancements

• Gather and relay actionable customer feedback for product improvements

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

• Serve as an advocate for clients

• Work collaboratively with teams across the US, EMEA, and APAC to develop customer success strategies

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

• Maintain technical expertise regarding ServiceChannel offerings

• Collaborate with US Customer Success Managers, Support, Product, and other cross-functional teams

• Report to the local IDC team lead with a dotted-line connection to US-based Customer Success leadership

⛳️ Requirements

• Bachelor's degree

• Two or more years of experience in customer success, customer support, account management, or a related client-facing role

• Exceptional written and verbal English skills, with clear 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 issues

• Capability to learn and maintain a working knowledge of SaaS offerings

• Strong analytical skills, including the ability to read customer data, apply simple statistical summaries, create visualizations, identify trends and anomalies, and communicate findings effectively

• Excellent project and time management; ability to multitask and prioritize across a diverse portfolio of accounts

• Proficiency in scheduling, managing, and conducting remote presentations for internal and external stakeholders, including senior leadership

• High attention to detail and disciplined documentation practices

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

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

• Experience within a scaled, digital, or tech-touch customer success model serving a high-volume portfolio is preferred

• Familiarity with Gainsight, Salesforce, Zendesk, or Pendo is preferred

• Prior experience supporting US or global customers from an offshore or global delivery center is preferred

• Experience in facilities management or procurement and finance is preferred

• Familiarity with ServiceChannel is preferred

🏝️ Benefits

• Competitive salary and benefits package

• Strong potential for professional and personal development

• Flexible remote work arrangement

• Monday to Friday work schedule with no weekend commitments