Customer Success Manager

Fortive

19d•Remote

About The Position

ServiceChannel is hiring a Customer Success Manager for its Scaled Success team at the India Development Center. This remote, India-based role supports a shared portfolio of smaller customers through a one-to-many, digital-led success model. The team collectively supports roughly 300 customers, with approximately 70 accounts per manager, and focuses on product adoption, retention, engagement, and measurable customer value. The role combines consultative customer success with repeatable success plays, digital touchpoints, and data-informed outreach suited to a high-volume portfolio. The position operates Monday through Friday on an evening and overnight schedule aligned with US Eastern business hours, approximately 6:30 PM to 3:30 AM IST, with the exact window shifting by about an hour during US daylight saving time. There is no weekend work. A reliable high-speed internet connection and a quiet, professional work environment are required. The Customer Success Manager reports to the local IDC team lead, with a dotted-line relationship to US-based Customer Success leadership. The role collaborates with US Customer Success Managers and teams across the US, EMEA, and APAC, as well as Support, Product, and other cross-functional partners. Success is evaluated using measures such as portfolio revenue and customer retention, adoption and health-score coverage, customer satisfaction, response and resolution times, engagement coverage, and completion of success plays and reviews. Specific targets are set with Customer Success leadership and may evolve as the program matures. ServiceChannel provides a competitive compensation and benefits package and opportunities for professional and personal growth. The company is part of Fortive and is an equal opportunity employer that welcomes qualified applicants regardless of protected characteristics and provides reasonable accommodations during the hiring process.

Requirements

Bachelor’s degree.
At least two years of experience in customer success, customer support, account management, or a related client-facing role.
Excellent written and verbal English, including clear 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 reading customer data, applying simple statistical summaries, creating meaningful visualizations, identifying trends and anomalies, and communicating findings to varied audiences.
Strong project and time management skills, with the ability to multitask and prioritize across a large account portfolio.
Ability to schedule, manage, and deliver remote presentations to internal and external stakeholders, including senior leaders.
Strong attention to detail and disciplined documentation, including accurate information capture and adherence to processes.
Ability to build customer relationships, deliver strong service, and resolve conflict with empathy.
Self-directed and reliable, able to work autonomously and collaborate across time zones.
Adaptable and responsive to feedback, with openness to improving processes.
Collaborative team approach, including supporting peers through cross-training, sharing best practices, and remote communication.
Willingness to ask questions, learn, advance, and engage with teammates to achieve collective excellence.
Must pass a Product Knowledge and Assessment at the completion of onboarding.
Proficiency in Microsoft Outlook, Word, PowerPoint, and Excel.
Able to work the stated Monday–Friday evening and overnight schedule aligned to US Eastern business hours.
Reliable high-speed internet connection and a quiet, professional work environment.

Nice To Haves

Experience in 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.
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.

Responsibilities

Own a portfolio of roughly 70 smaller customers and drive 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.
Recommend ServiceChannel standard methodologies, processes, and configurations aligned with customer business objectives and full product adoption across the customer lifecycle.
Run repeatable, scalable success motions, including onboarding assistance, adoption checkpoints, health reviews, and renewal-readiness outreach.
Monitor customer health signals and product usage to identify churn risks and expansion opportunities, triage at-risk accounts, and escalate when needed.
Lead customer engagements ranging from digital check-ins to business reviews, presenting scorecard results and data-informed recommendations suited to each customer segment.
Respond efficiently to inbound requests and prioritize or escalate critical issues to protect the customer experience.
Analyze customer data to identify trends and anomalies, suggest improvements proactively, and explain the business value of recommendations.
Collect and communicate actionable customer feedback to support product improvements.
Provide internal updates on customer configuration, usage, system satisfaction, and churn risk.
Advocate for clients while taking ServiceChannel’s values and initiatives into account.
Work cross-functionally with ServiceChannel teams across the US, EMEA, and APAC to set and execute customer success strategies.
Meet annual objectives tied to customer adoption, retention, engagement, and portfolio health.
Learn and maintain technical knowledge of ServiceChannel offerings.