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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.
Сипаттама
- 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
Талаптар
- 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
Артықшылықтар
- 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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