Customer Success Manager

Intelex Technologies Ulc; Bengaluru; Hybrid; INR 900,000 - 1,500,000; Full time

Job summary

ServiceChannel’s India Development Center in Bengaluru is building a team of Customer Success Managers for a high-volume, digital-led model. You will steward a portfolio of roughly 300 smaller customers (about 70 accounts each) and drive product adoption, retention, and measurable value at scale.

This hybrid role supports US-based customers with evening/night shifts, requiring strong English communication, SaaS/CMMS experience, and analytical thinking to enable scalable success plays.

Qualifications

• Two+ years in customer success, support, or account management.
• Excellent written and verbal English for US-based customers.
• Hands-on SaaS or CMMS experience.
• Ability to learn and maintain SaaS knowledge.
• Strong analytical skills to read data and spot trends.
• Solid project and time management for a large account book.
• Comfort scheduling and delivering remote presentations with stakeholders.
• Attention to detail and disciplined documentation.
• Passion for building customer relationships and empathy.

Responsibilities

• Own a portfolio of roughly 70 smaller customers, driving adoption, retention, and value through one-to-one and one-to-many engagement (digital campaigns, webinars, office hours, in-app guidance).
• Recommend standard methodologies and configurations to drive full adoption of the product across the lifecycle.
• Run onboarding, adoption checks, health reviews, and renewal-readiness outreach at scale.
• Monitor health signals and usage to identify churn risk and expansion opportunities; triage at-risk accounts.
• Lead customer engagements from digital check-ins to business reviews with data-informed recommendations.
• Respond quickly to inbound requests; escalate issues to protect customer experience.
• Analyze customer data to surface trends and surface business value.

Skills

English proficiency

SaaS/CMMS experience

Data analysis

Customer relationship

Time management

Presentation skills

Empathy in support

Cross-functional work

Education

Bachelor's degree

Tools

CMMS/SaaS platform

Job description

Customer Success Manager

Scaled Success India Development Center Bengaluru, Hybrid, India

Job Summary

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: repeatable success plays, curated digital touchpoints, and data-informed outreach that reach many customers without sacrificing quality. It suits a strategic problem solver and an organized doer who thrives on a high-volume book, works well independently across time zones, and takes pride in helping customers get the most from their technology.

Key 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 customers business objectives and drive full adoption of ServiceChannels 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 customers 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.

Working Hours Location

This is a hybrid role based in India and operating from our India Development Center. To support our US-based customers, the team works an evening and overnight shift aligned to US Eastern business hours, roughly 9:00 AM to 6:00 PM ET, which corresponds to approximately 6:30 PM to 3:30 AM IST (the exact window shifts by about an hour with US daylight saving time). The schedule is Monday through Friday, with no weekend work. A reliable high-speed internet connection and a quiet, professional work environment are required.

Required Skills Experience

• Bachelors 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 suited to live conversations with US customers.
• Hands-on experience with a SaaS or CMMS platform, and a functional, systems-minded approach to solving complex customer problems.
• Ability to learn and maintain working knowledge of SaaS offerings.
• Strong analytical skills, including the ability to read customer data, apply simple statistical summaries, build meaningful visualizations, spot trends and anomalies, and communicate them clearly to varied audiences.
• Solid project and time management, with the ability to multitask and prioritize across a large book of accounts.
• Comfort scheduling, managing, and running presentations remotely with internal and external stakeholders, including senior leaders.
• Strong attention to detail and disciplined documentation, accurately capturing information and recording it while following processes correctly.
• Passion for building customer relationships, delivering great service, and resolving conflict with empathy.