Customer Success Manager

About the role

ServiceChannel is the leading cloud-based service automation platform for facilities management. 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.

What you'll do

• 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 and drive full adoption of…
• 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, triaging at-risk accounts and escalating when needed
• Lead customer engagements ranging from digital check-ins to business reviews, delivering scorecard results and clear

What you need

• Customer success
• CRM
• Customer service
• Zendesk
• Facility management
• Salesforce
• Any graduate

Good to have

• PowerPoint
• JIRA