Lead – Customer Success Management (CSM)

Fortive

2d•Hybrid

About The Position

ServiceChannel is building a team of Customer Success Managers in its India Development Center to support a scaled customer segment through a one-to-many, digital-led success model. The Global Lead – CSM leads a team responsible for driving product adoption, customer engagement, retention, and measurable value across a shared portfolio of smaller customers. The role combines people leadership, customer success strategy, operational excellence, and hands-on execution. The lead coaches and develops CSMs, establishes consistent execution of scaled success plays, monitors portfolio health and performance, and ensures the team delivers a high-quality customer experience efficiently. Working with US-, EMEA-, and APAC-based leadership and cross-functional partners, the lead translates business priorities into team goals, uses data to identify risks and opportunities, improves the scaled success program, handles complex customer escalations, removes operational barriers, and fosters a collaborative, accountable, customer-centric team culture. The position is based at the India Development Center and supports customers and stakeholders across US, APAC, and EMEA. The team works an evening and overnight shift aligned with US Eastern business hours, approximately 8:00 AM to 8:00 PM ET, with the exact window shifting by about an hour with 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. Performance is measured across customer retention and revenue outcomes; adoption and customer health; customer experience; engagement and program execution; operational performance; team productivity and performance; people development and engagement; and continuous improvement. Specific targets are established with Customer Success leadership and may evolve as the scaled success program matures. The role reports to the designated IDC Customer Success leader and directly manages a team of Customer Success Managers. It works closely with regional leadership and Support, Product, Sales, Account Management, and other cross-functional partners.

Requirements

Five or more years of experience in a leadership role.
Client-facing experience, including demonstrated experience leading, mentoring, or coaching team members.
Experience managing customer portfolios and driving adoption, retention, customer satisfaction, and measurable business outcomes.
Strong understanding of customer success methodologies, customer lifecycle management, account health monitoring, risk identification, and retention strategies.
Ability to lead a team, set expectations, provide constructive feedback, and drive accountability against performance goals.
Strong analytical skills, including interpreting customer and operational data, identifying trends and anomalies, building reports or visualizations, and turning insights into actionable recommendations.
Excellent written and verbal English communication skills and ability to lead customer and internal discussions with stakeholders.
Ability to manage escalations, resolve complex customer situations, and coordinate cross-functional teams toward timely resolution.
Strong organizational and project management skills, including managing multiple priorities and maintaining operational discipline in a high-volume environment.
Experience conducting remote presentations, facilitating team meetings, and communicating performance updates and recommendations to leadership.
Strong attention to detail and commitment to accurate documentation, process adherence, and consistent execution.
Customer-first mindset and ability to balance empathy, commercial awareness, and business objectives.
Self-directed and adaptable, with comfort leading a distributed team across time zones in a changing business environment.
Commitment to continuous improvement, knowledge sharing, and collaborative problem-solving.
Intermediate to advanced proficiency in Microsoft Excel, PowerPoint, Outlook, and other Microsoft 365 applications.
Ability to work an evening and overnight shift aligned with US Eastern business hours, approximately 8:00 AM to 8:00 PM ET; the schedule is Monday through Friday.
Reliable high-speed internet connection and a quiet, professional work environment.

Nice To Haves

Experience leading a scaled, digital-led, or tech-touch Customer Success team supporting a high-volume customer portfolio.
Experience in a SaaS organization, preferably involving facilities management, CMMS, service automation, procurement, or financial workflows.
Familiarity with Gainsight, Salesforce, Zendesk, and Pendo.
Experience managing distributed teams and supporting customers or stakeholders across the US, EMEA, and APAC.
Experience with customer success reporting, health-score frameworks, renewal forecasting, retention analysis, and performance dashboards.
Familiarity with digital engagement strategies, customer segmentation, automation, and scalable customer lifecycle programs.
Previous experience working in an offshore delivery center or global capability center.
Experience with or familiarity with ServiceChannel.

Responsibilities

Lead, coach, and develop a team of Customer Success Managers responsible for a high-volume portfolio of scaled customers.
Establish performance expectations, individual goals, and operating rhythms aligned with Customer Success leadership priorities.
Conduct one-on-ones, team meetings, performance reviews, and coaching sessions; identify skill gaps and implement training and development plans.
Support new team members’ onboarding and ramp-up through structured training, shadowing, knowledge sharing, and feedback.
Foster accountability, collaboration, continuous learning, customer advocacy, peer learning, and shared ownership of outcomes.
Drive execution of the scaled customer success strategy, including adoption, engagement, retention, and value-realization initiatives.
Ensure CSMs manage portfolios through one-to-one and one-to-many engagement, including digital campaigns, webinars, office hours, adoption checkpoints, health reviews, and renewal-readiness outreach.
Establish repeatable success plays, customer engagement standards, and lifecycle management practices for the scaled customer segment.
Monitor portfolio health, product adoption, customer engagement, renewal readiness, and churn-risk indicators; prioritize interventions and develop action plans for at-risk accounts.
Support escalated customer conversations and strategic interventions, and ensure customer feedback, usage insights, and recurring pain points are communicated internally.
Promote consistent use of ServiceChannel best practices, product configurations, and recommended workflows.
Own team performance against customer success KPIs, service levels, productivity measures, and quality standards.
Monitor dashboards, customer health reporting, CRM data, and customer success platforms; identify performance gaps and implement corrective actions.
Review retention, revenue, adoption, health-score coverage, satisfaction, engagement, and response and resolution metrics.
Ensure timely and consistent execution of success plays, customer health reviews, business reviews, documentation, and follow-up actions.
Manage workload distribution, account coverage, escalations, and competing priorities to maintain service quality and operational efficiency.
Identify opportunities to simplify workflows, improve processes, increase automation, and strengthen digital-led customer engagement.
Maintain accurate reporting and documentation, providing leadership visibility into performance, risks, dependencies, and improvement initiatives.
Use data-driven insights to identify customer issues, operational bottlenecks, and opportunities to improve productivity and customer outcomes.
Act as an escalation point for complex customer concerns, adoption challenges, service issues, and potential churn situations.
Guide CSMs in prioritizing customer issues, coordinating resolution efforts, and communicating action plans and expectations.
Partner with US-, EMEA-, and APAC-based leadership on customer strategy, portfolio priorities, retention initiatives, and performance improvement plans.
Build working relationships with Support, Product, Sales, Account Management, and other internal teams to resolve customer issues and address systemic challenges.
Represent the India Development Center team in cross-functional discussions, sharing customer insights, performance trends, and recommendations.
Track customer commitments, escalations, and follow-up actions through resolution, with appropriate stakeholder communication.
Champion the voice of the customer while balancing customer needs with company priorities, policies, and operating principles.
Partner with Customer Success leadership to develop, test, and refine scalable engagement strategies, digital programs, and repeatable success motions.
Identify opportunities to improve segmentation, engagement coverage, outreach effectiveness, and prioritization of proactive interventions.
Recommend program and process improvements using customer data, product usage patterns, feedback, and team observations.
Support effective adoption and use of customer success technology, CRM systems, reporting tools, and automation capabilities.
Share successful practices, lessons learned, and improvement opportunities across the Customer Success organization.
Contribute to the evolution of the scaled success operating model as customer needs, business priorities, and program maturity change.