Customer Success Manager

Overview

Join the India Development Center as a remote Customer Success Manager supporting ServiceChannel's scaled customer segment through a one-to-many, digital-led success model, stewarding a shared portfolio of roughly 300 smaller customers (about 70 accounts each).

What you'll do

• Own a portfolio of roughly 70 smaller customers, driving adoption, retention, and value through one-to-one and one-to-many engagement, including digital campaigns, group webinars, office hours, in-app guidance, and curated success plays.
• Proactively recommend ServiceChannel standard methodologies, processes, and configurations that align with each customer's business objectives and drive full adoption of ServiceChannel's product offering across the customer lifecycle.
• Run repeatable, scalable success motions such as onboarding assists, adoption checkpoints, health reviews, and renewal-readiness outreach, tuned to the needs of a high-volume book.
• Monitor customer health signals and product usage to identify churn risk and expansion opportunities, triaging at-risk accounts and escalating when needed.
• Lead customer engagements ranging from digital check-ins to business reviews, delivering scorecard results and clear, data-informed recommendations appropriate to each customer's segment.
• Respond quickly and efficiently to inbound requests, prioritizing and escalating critical issues to protect the customer experience.
• Review customer data to surface trends and anomalies, make proactive improvement suggestions, and explain the business value of those recommendations.
• Collect and communicate actionable customer feedback to drive ongoing product improvements.
• Provide internal communications on customer configuration, usage, system satisfaction, and churn risk.
• Act as a client advocate while keeping ServiceChannel's values and initiatives in mind.
• Work cross-functionally with ServiceChannel teams across the US, EMEA and APAC to set and execute customer success strategies.
• Achieve annual performance objectives tied to customer adoption, retention, engagement, and overall portfolio health.
• Learn and maintain technical knowledge of ServiceChannel's offerings.

What you'll need

• Bachelor's degree.
• Two or more years in customer success, customer support, account management, or a related client-facing role.
• Excellent written and verbal English, with clear, neutral-accent spoken communication suited to live conversations with US customers.
• Hands-on experience with a SaaS or CMMS platform, and a functional, systems-minded approach to solving complex customer problems.
• Ability to learn and maintain working knowledge of SaaS offerings.
• Strong analytical skills, including the ability to read customer data, apply simple statistical summaries, build meaningful visualizations, spot trends and anomalies, and communicate them clearly to varied audiences.
• Solid project and time management, with the ability to multitask and prioritize across a large book of accounts.
• Comfort scheduling, managing, and running presentations remotely with internal and external stakeholders, including senior leaders.
• Strong attention to detail and disciplined documentation, accurately capturing information and recording it while following processes correctly.
• Passion for building customer relationships, delivering great service, and resolving conflict with empathy.
• Self-directed and reliable, comfortable working autonomously and collaborating with colleagues and customers across time zones.
• Adaptive and responsive to feedback, and open to improving processes where needed.
• A collaborative team player who supports peers through cross-training, shared best practices, and remote communication.
• A genuine willingness to ask, learn, advance, and engage with teammates to achieve collective excellence.
• Must be able to pass a Product Knowledge and Assessment at the completion of onboarding.
• Proficient in Microsoft Outlook, Word, PowerPoint, and Excel.

Nice to have

• Experience within a scaled, digital, or tech-touch customer success model serving a high-volume portfolio.
• Familiarity with CRM and customer success platforms such as Gainsight, Salesforce, Zendesk, or Pendo.
• Prior experience supporting US or global customers from an offshore or global delivery center.
• Facilities management or procurement and finance experience.
• Experience with or familiarity with ServiceChannel.

Details

• Remote role based in India, operating from the India Development Center.
• Evening and overnight shift aligned to US Eastern business hours, roughly 9:00 AM to 6:00 PM ET (approximately 6:30 PM to 3:30 AM IST, shifting with US daylight saving time).
• Monday through Friday, no weekend work.
• Reliable high-speed internet connection and a quiet, professional work environment required.
• Reports to the local IDC team lead, with a dotted-line relationship to US-based Customer Success leadership.