Customer Success Manager

Fortive

1d•Hybrid

About The Position

ServiceChannel is the leading cloud-based service automation platform for facilities management. We offer a single platform to source, procure, manage, and pay for repair and maintenance services from commercial contractors. Well established yet still driven by the spirit of a startup even after 27 years, we are on a high-growth trajectory and committed to building a great product for our customers and an extraordinary work environment for our employees to succeed professionally and personally. Position Summary We are building a team of Customer Success Managers in our India Development Center to support our scaled customer segment through a one-to-many, digital-led success model. As part of a team of Customer Success Managers, you will help steward a shared portfolio of roughly 300 smaller customers (about 70 accounts each) and drive product adoption, retention, and measurable value at scale. The role blends the consultative instincts of a traditional Customer Success Manager with the efficiency of scaled and digital engagement: repeatable success plays, curated digital touchpoints, and data-informed outreach that reach many customers without sacrificing quality. It suits a strategic problem solver and an organized doer who thrives on a high-volume book, works well independently across time zones, and takes pride in helping customers get the most from their technology.

Requirements

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, Power Point, and Excel.

Nice To Haves

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.

Responsibilities

Own a portfolio of roughly 70 smaller customers, driving adoption, retention, and value through a mix of 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 & maintain technical knowledge of ServiceChannel’s offerings.