Customer Success Manager
Core
Steward a shared portfolio of roughly 300 smaller customers (approx. 70 accounts each) for a cloud-based service automation platform, driving product adoption, retention, and measurable value through a one-to-many, digital-led success model.
Role type
Scaled Customer Success Manager (SaaS)
Builds
Digital engagement campaigns, group webinars, in-app guidance, and curated success plays for facilities management clients
Domain
SaaS / Facilities Management / Service Automation
Required skills
SaaS platform experience, data analysis and visualization, project management, remote presentation delivery, conflict resolution, cross-functional collaboration, technical documentation, time management, stakeholder communication
Preferred skills
Scaled/digital customer success model experience, CRM/CS platform familiarity (Gainsight, Salesforce, Zendesk, Pendo), offshore/global delivery center experience, facilities management or procurement background
Technologies
ServiceChannel, Gainsight, Salesforce, Zendesk, Slack, Microsoft Office, JIRA
Responsibilities
Drive adoption and retention via digital campaigns and one-to-one engagements; monitor health signals to identify churn risk; lead business reviews and deliver data-informed recommendations; manage inbound requests and escalate critical issues; collect customer feedback for product improvements; maintain technical knowledge of the platform
Seniority
Mid-level, hands-on IC