Customer Success Manager

Fortive•Greenville, SC

5d•Remote

About The Position

ServiceChannel is hiring a Customer Success Manager in its India Development Center to support smaller customers through a one-to-many, digital-led success model. The role is part of a team stewarding a shared portfolio of roughly 300 customers, with approximately 70 accounts per manager. It combines consultative customer success with scalable engagement, including repeatable success plays, digital touchpoints, and data-informed outreach. The goal is to drive product adoption, retention, and measurable customer value across a high-volume portfolio. The position is remote in India and supports US-based customers. The team works an evening and overnight schedule aligned with US Eastern business hours, approximately 6:30 PM to 3:30 AM IST, with the window shifting by about an hour during US daylight saving time. The schedule is Monday through Friday, with 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 India Development Center team lead, with a dotted-line relationship to US-based Customer Success leadership. The role collaborates with Customer Success Managers and partners in Support, Product, and other functions across the US, EMEA, and APAC. Success is measured through retention, adoption, customer health, satisfaction, response and resolution times, engagement coverage, and timely completion of success activities. Compensation and benefits are described as competitive, with opportunities for professional and personal growth.

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 reading customer data, applying simple statistical summaries, building meaningful visualizations, identifying trends and anomalies, and communicating findings clearly to varied audiences.
Solid project and time management skills, including the ability to multitask and prioritize across a large book of accounts.
Comfort scheduling, managing, and delivering remote presentations with internal and external stakeholders, including senior leaders.
Strong attention to detail and disciplined documentation, accurately capturing and recording information while following processes.
Passion for building customer relationships, delivering great service, and resolving conflict with empathy.
Self-directed and reliable, comfortable working autonomously and collaborating across time zones.
Adaptive and responsive to feedback, with openness to improving processes.
Collaborative team player willing to support peers through cross-training, shared best practices, and remote communication.
Willingness to ask questions, learn, advance, and engage with teammates to achieve collective excellence.
Ability to pass a Product Knowledge and Assessment at the completion of onboarding.
Proficiency in Microsoft Outlook, Word, PowerPoint, and Excel.
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.
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 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, driving full adoption throughout the customer lifecycle.
Run repeatable, scalable success motions such as onboarding assistance, adoption checkpoints, health reviews, and renewal-readiness outreach.
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 from digital check-ins to business reviews, presenting scorecard results and data-informed recommendations appropriate to each customer segment.
Respond efficiently to inbound requests, prioritizing and escalating critical issues to protect the customer experience.
Review customer data to identify trends and anomalies, suggest improvements, and explain their business value.
Collect and communicate actionable customer feedback to support product improvements.
Communicate internally about 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 related to customer adoption, retention, engagement, and overall portfolio health.
Learn and maintain technical knowledge of ServiceChannel offerings.