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
Builds
ServiceChannel (cloud-based service automation platform for facilities management)
Domain
SaaS / Facilities Management
Required skills
Customer success, account management, digital engagement, data analysis, churn risk identification, cross-functional collaboration, technical product knowledge, strategic problem solving, time zone management
Preferred skills
None stated
Technologies
ServiceChannel platform
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.
Seniority
Mid-level, hands-on IC