Commercial Relationship Manager

Overview

Own the commercial lifecycle for a high-volume portfolio of SMB and Small Commercial customers at ServiceChannel's India Delivery Center in Bangalore, covering renewals and expansion (upsell/cross-sell), primarily for U.S. customers with some European accounts.

What you'll do

• Own and execute the end-to-end renewal process across an assigned portfolio, including proactive outreach, renewal planning, pricing execution, and contract progression.
• Own expansion outcomes by identifying, qualifying, and executing upsell and cross-sell opportunities using structured commercial plays.
• Conduct customer-facing commercial conversations (renewals, pricing discussions, negotiations, and expansion conversations) with professionalism and strong business acumen.
• Partner with Customer Success Managers to incorporate adoption and customer health signals into renewal and expansion prioritization; support (but do not own) EBR preparation and follow-up by providing commercial context and next steps.
• Maintain high-quality account and opportunity data in Salesforce, Gainsight, and related tools to ensure forecasting accuracy, visibility, and continuity across teams.
• Coordinate cross-functionally with Support, Billing / Collections, Implementation / Professional Services, and Product to resolve commercial blockers and ensure timely outcomes.
• Operate within defined segmentation, playbooks, and standard work to deliver consistent customer experience and scalable commercial execution.
• Participate in staggered-shift coverage aligned to U.S. and European time zones.

What you'll need

• 5+ years' experience in a customer-facing commercial role (Account Management, Relationship Management, Renewals, Inside Sales, or Customer Success with commercial ownership), preferably in a SaaS environment.
• Demonstrated experience owning renewals and commercial outcomes, including managing negotiations and closing revenue.
• Experience identifying and executing expansion opportunities (upsell / cross-sell) within an existing customer base.
• Exceptional spoken and written English communication skills and strong interpersonal presence with U.S.-based customers.
• Comfortable operating across time zones; ability to work a schedule aligned to U.S. business hours.
• Strong organizational and prioritization skills to manage a high-volume book of business using structured processes and tools.
• Proficiency with CRM and customer systems (e.g., Salesforce, Gainsight) and disciplined data hygiene/forecasting practices.
• Ability to collaborate cross-functionally and influence outcomes in a "win as a team" environment.

Nice to have

• Experience supporting SMB or scaled customer segments with repeatable commercial motions.
• Experience working with U.S. customers or global clients; comfort navigating multiple stakeholders remotely.
• Experience in Facility Management and/or relevant verticals (Retail, Restaurants, Grocery, etc.).

Details

• Location: Bangalore, India (India Delivery Center).
• Primary account ownership across United States (majority) and Europe (minority).
• Staggered shifts aligned to U.S. and European time zones; one or more RMs provide coverage into U.S. Pacific Time mornings (through ~12:00 PM Pacific), schedules may rotate as the team scales.