Customer Success Manager

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

📋 Description

• Manage a portfolio of approximately 70 smaller clients

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

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

• Execute scalable success strategies such as onboarding support, adoption assessments, health evaluations, and outreach for renewal readiness

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

• Address accounts at risk and escalate issues as necessary

• Conduct digital check-ins and business reviews, providing scorecards and data-driven recommendations

• Handle incoming requests and escalate critical issues

• Analyze customer data to detect trends and anomalies, and recommend enhancements

• Gather and relay actionable customer feedback for product enhancements

• Provide internal updates on customer configurations, usage, satisfaction, and churn risks

• Serve as a client advocate

• Collaborate with teams across the US, EMEA, and APAC on customer success initiatives

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

• Acquire and maintain technical knowledge of ServiceChannel offerings

• Work in conjunction with US Customer Success Managers, Support, Product, and other cross-functional teams

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

⛳️ Requirements

• Bachelor’s degree

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

• Exceptional written and verbal English communication skills, with a neutral accent suitable for live interactions with US customers

• Practical experience with a SaaS or CMMS platform

• Systematic, analytical approach to resolving complex customer challenges

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

• Strong analytical abilities, including reading customer data, applying basic statistical summaries, creating visualizations, identifying trends and anomalies, and clearly conveying findings

• Effective project and time management skills; ability to juggle multiple tasks and prioritize across a large account portfolio

• Comfortable scheduling, managing, and conducting remote presentations with both internal and external stakeholders, including senior leaders

• High attention to detail and disciplined documentation practices

• Passionate about building customer relationships, providing excellent service, and resolving conflicts with empathy

• Self-motivated and dependable; comfortable working independently and across different time zones

• Receptive and responsive to feedback

• Collaborative team player, including cross-training and sharing best practices

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

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

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

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

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

• Preferred: experience in facilities management, procurement, or finance

• Preferred: knowledge or experience with ServiceChannel

🏝️ Benefits

• Competitive salary and benefits package

• Significant opportunities for professional and personal development

• Remote work options

• Monday to Friday schedule with no weekend commitments