Customer Success Manager

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

📋 Description

• Foster trusted, long-lasting relationships with customer stakeholders across facilities, operations, procurement, finance, IT, and other pertinent areas.

• Gain insight into customers' facilities management strategies, operational priorities, business challenges, and desired outcomes.

• Define success criteria and create Customer Success Plans that align objectives with ServiceChannel capabilities, adoption goals, and measurable results.

• Maintain engagement rhythms, including strategic discussions, success planning, business reviews, adoption conversations, and alignment on priorities.

• Promote ServiceChannel adoption and assist customers in utilizing relevant platform features effectively.

• Identify opportunities for workflow improvements, operational visibility, platform utilization, and value realization.

• Monitor customer health, engagement, adoption, and other indicators to uncover risks and opportunities.

• Develop action plans to overcome adoption challenges in collaboration with customers and internal teams.

• Represent the voice of the customer within ServiceChannel.

• Collaborate with Sales, Support, Professional Services, Product, and other teams to ensure a seamless customer experience.

• Coordinate the necessary resources and subject-matter experts.

• Share recurring customer needs, trends, and actionable insights with internal stakeholders.

• Advocate for customers through references, success stories, and customer events.

• Manage customer escalations and ensure visibility regarding ownership and next steps.

• Maintain alignment among executives and stakeholders during complex customer situations.

• Support customer retention efforts and identify expansion opportunities in collaboration with Sales.

• Keep accurate records of customer information, success plans, adoption metrics, account health, risks, opportunities, and activities in ServiceChannel's CRM and Customer Success systems.

• Prepare for and lead customer meetings with clear objectives, insights, recommendations, and follow-up actions.

• Share best practices and customer insights with the Customer Success organization.

• Contribute to initiatives and processes that enhance the customer experience and improve Customer Success effectiveness.

⛳️ Requirements

• Experience in Customer Success, Software as a Service (SaaS) Account Management, client services, facilities technology, or a similar customer-facing role.

• Proven ability to cultivate strong customer relationships and become a trusted partner to customer stakeholders.

• Strong business acumen, with the ability to link technology capabilities to business and operational results.

• Excellent communication, presentation, facilitation, and relationship management skills.

• Proficient in effective communication with platform users, senior leaders, and executive personnel.

• Strong consultative capabilities coupled with natural curiosity.

• Ability to use customer health, adoption, usage, and engagement data to pinpoint risks and opportunities.

• Strong organizational and project management abilities.

• Capability to navigate challenging customer situations with empathy, accountability, professionalism, and sound judgment.

• Ability to work collaboratively across Customer Success, Sales, Support, Professional Services, Product, and other teams.

• Bachelor's degree or equivalent relevant professional experience.

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

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

• Experience with CRM, Customer Success, and analytics platforms is preferred.

• Background in facilities management, multi-site operations, SaaS, or enterprise technology is preferred.

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

• Exceptional written and verbal English skills, with clear, neutral-accent spoken communication suitable for live interactions with US customers is preferred.

• Hands-on experience with a SaaS or CMMS platform is preferred.

• Ability to learn and maintain a working knowledge of SaaS offerings.

🏝️ Benefits

• Medical, dental, vision, life, and long-term disability insurance.

• Health Savings Account (HSA).

• 401(k) retirement plan.

• Equal opportunity employer.

• Reasonable accommodations for applicants with disabilities.