Customer Success Manager

Customer Success Manager _Scaled Success · India Development Center · Bengaluru, Hybrid, India_ 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.

**Key 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.

**Working Hours & Location** This is a hybrid role based in India and operating from our India Development Center.

To support our US-based customers, the team works an evening and overnight shift aligned to US Eastern business hours, roughly 9:00 AM to 6:00 PM ET, which corresponds to approximately 6:30 PM to 3:30 AM IST (the exact window shifts 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. **Required Skills & Experience** + 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. **Preferred Skills & Experience** + 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.

**Tools & Systems** In this role you will regularly work with the following tools and systems: **Tool / System** **Purpose** **ServiceChannel** Core service automation platform **Gainsight** Customer success and account health management **Salesforce** Sales system of record **Zendesk** Customer support ticketing **Slack** Internal communication **Microsoft Office** Internal and external communication, document prep, and analysis **JIRA** Internal collaboration **How Success Is Measured** Performance is measured against a balanced set of scaled-success metrics.

Specific targets are set with Customer Success leadership and evolve as the program matures. Representative measures include: + Gross and net revenue retention across the assigned portfolio. + Customer (logo) retention within the scaled segment. + Product adoption and health-score coverage across the book.

+ Customer satisfaction (CSAT) and Net Promoter Score (NPS). + Response and resolution times against agreed service levels for inbound requests. + Engagement or coverage rate, meaning the share of the portfolio reached through proactive and digital touchpoints.

+ Timely completion of success plays, health checks, and scheduled business reviews. **Reporting & Team** This position is based in the India Development Center and reports to the local IDC team lead, with a dotted-line relationship to US-based Customer Success leadership.

You will collaborate closely with US Customer Success Managers and with Support, Product, and other cross-functional partners as part of a close-knit team supporting the scaled customer segment. **About ServiceChannel & Fortive** ServiceChannel helps many of the world's best-known brands manage their brick-and