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Fortive
Fortive
H1B Visa SponsorHealthcareLogisticsManufacturing
Fortive is a global industrial technology company developing solutions for healthcare, industrial operations, logistics, and precision applications. Its portfolio is designed to help organizations address complex technical challenges, improve operational intelligence, and work more safely and efficiently. With approximately 18,000 employees, Fortive brings together specialized businesses focused on practical innovation, continuous improvement, and responsible long-term impact.
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Customer Success Manager - Bengaluru Hybrid

Manage a scaled SaaS customer portfolio for ServiceChannel, helping facilities-management customers increase adoption, retention, and business value. Deliver digital success programs, monitor account health, and partner across teams to support customer outcomes.

INIndiaHybridFull-timeJuniorMiddleEnglish RequiredCustomer SuccessCustomer Success Manager

Description

  • Manage a portfolio of approximately 70 smaller customers
  • Increase adoption, retention, and customer value through individual and group engagement
  • Deliver digital campaigns, webinars, office hours, in-app guidance, and tailored success programs
  • Recommend ServiceChannel methods, processes, and configurations that support customer goals
  • Conduct onboarding support, adoption reviews, health assessments, and renewal-readiness outreach
  • Track customer health indicators and product usage to identify churn risks and expansion opportunities
  • Assess at-risk accounts and escalate issues when appropriate
  • Lead digital check-ins and business reviews with scorecards and data-based recommendations
  • Handle inbound requests and prioritize or escalate critical concerns
  • Analyze customer data to identify trends and anomalies and explain its business relevance
  • Gather and share actionable customer feedback to inform product improvements
  • Communicate customer configuration, usage, satisfaction, and churn-risk updates internally
  • Represent the customer perspective while supporting ServiceChannel values and initiatives
  • Work with teams across the US, EMEA, and APAC
  • Meet goals related to adoption, retention, engagement, and portfolio health
  • Keep current technical knowledge of ServiceChannel products and services
  • Partner with US Customer Success Managers, Support, Product, and other cross-functional teams
  • Report to the India Development Center team lead, with a dotted-line reporting relationship to US Customer Success leadership

Requirements

  • Bachelor’s degree
  • At least two years of experience in customer success, customer support, account management, or a related client-facing position
  • Excellent written and spoken English, including clear, neutral-accent communication for live conversations with US customers
  • Practical experience using a SaaS or CMMS platform
  • Systems-oriented, practical approach to resolving complex customer issues
  • Ability to learn and retain working knowledge of SaaS products and services
  • Strong analytical ability, including interpreting customer data, applying basic statistical summaries, creating useful visualizations, identifying trends and anomalies, and communicating findings clearly
  • Effective project and time management skills, with the ability to multitask and prioritize across a large account portfolio
  • Ability to plan, manage, and deliver remote presentations for internal and external audiences, including senior leaders
  • High attention to detail and consistent documentation practices
  • Commitment to building customer relationships, providing excellent service, and handling conflict empathetically
  • Self-motivated and dependable, with confidence working independently across time zones
  • Willingness to adapt and respond to feedback
  • Collaborative approach to teamwork
  • Ability to pass a Product Knowledge and Assessment after onboarding
  • Proficiency with Microsoft Outlook, Word, PowerPoint, and Excel
  • Preferred: background in scaled, digital, or tech-touch customer success managing a high-volume portfolio
  • Preferred: familiarity with Gainsight, Salesforce, Zendesk, or Pendo
  • Preferred: experience supporting US or international customers from an offshore or global delivery center
  • Preferred: experience in facilities management, procurement, or finance
  • Preferred: experience with or knowledge of ServiceChannel

Benefits

  • Competitive compensation and benefits package
  • Opportunities for professional and personal development
  • Hybrid work arrangement
  • Monday-to-Friday schedule without weekend work
  • Professional development resources for employee growth
  • Reliable high-speed internet and a quiet, professional home working environment are supported or required

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