Customer Success Manager

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

📋 Description

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

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

• Suggest methodologies, processes, and configurations from ServiceChannel that are in line with customer goals.

• Carry out onboarding assistance, adoption evaluations, health reviews, and outreach for renewal readiness.

• Observe customer health indicators and product usage to detect risks of churn 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 suggestions.

• Handle inbound requests and escalate critical issues effectively.

• Analyze customer data to uncover trends and outliers, and communicate recommendations for improvement.

• Gather and relay actionable customer insights for product enhancements.

• Provide internal updates regarding customer configurations, usage, satisfaction levels, and churn risks.

• Serve as a client advocate.

• Work collaboratively with teams across the US, EMEA, and APAC on customer success initiatives.

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

• Acquire and maintain technical expertise regarding ServiceChannel offerings.

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

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

⛳️ Requirements

• Bachelor's degree.

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

• Excellent written and verbal communication skills in English, with a clear and neutral accent suitable for live interactions with US clients.

• Practical experience with a SaaS or CMMS platform.

• A functional, systems-oriented mindset for addressing complex customer challenges.

• Capability to learn and sustain a working knowledge of SaaS products.

• Strong analytical skills, including the ability to interpret customer data, apply basic statistical analyses, create meaningful visualizations, identify trends and anomalies, and communicate findings effectively.

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

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

• Exceptional attention to detail and commitment to thorough documentation.

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

• Self-motivated and dependable, comfortable working independently and collaborating across different time zones.

• Open to feedback and adaptive in approach.

• A collaborative team player who aids peers through cross-training, sharing best practices, and effective remote communication.

• Must successfully complete a Product Knowledge 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: previous experience supporting US or global clients from an offshore or global delivery center.

• Preferred: knowledge in facilities management, procurement, or finance.

• Preferred: experience with or knowledge of ServiceChannel.

🏝️ Benefits

• Competitive salary and benefits package.

• Significant opportunities for both professional and personal development.

• Flexible remote work arrangement.

• Monday to Friday schedule with no weekend obligations.