[Hiring] Customer Success Manager @Fortive

Role Description

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.

• 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.
• Proactively recommend ServiceChannel standard methodologies, processes, and configurations that align with each customer's business objectives.
• Run repeatable, scalable success motions such as onboarding assists, adoption checkpoints, health reviews, and renewal-readiness outreach.
• Monitor customer health signals and product usage to identify churn risk and expansion opportunities.
• Lead customer engagements ranging from digital check-ins to business reviews.
• Respond quickly and efficiently to inbound requests, prioritizing and escalating critical issues.
• Review customer data to surface trends and anomalies, make proactive improvement suggestions.
• 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.
• Achieve annual performance objectives tied to customer adoption, retention, engagement, and overall portfolio health.
• Learn & maintain technical knowledge of ServiceChannel’s offerings.

Qualifications

• 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.
• Hands-on experience with a SaaS or CMMS platform.
• Strong analytical skills, including the ability to read customer data and communicate findings.
• Solid project and time management skills.
• Strong attention to detail and disciplined documentation.
• Passion for building customer relationships and delivering great service.
• Self-directed and reliable, comfortable working autonomously.
• A collaborative team player who supports peers.
• Must be able to pass a Product Knowledge and Assessment at the completion of onboarding.
• Proficient in Microsoft Outlook, Word, Power Point, and Excel.

Requirements

• Experience within a scaled, digital, or tech-touch customer success model.
• 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.

Benefits

• Competitive compensation and benefits package.
• Strong opportunities for professional and personal growth.