Customer Success Manager

Fortive; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

ServiceChannel, the leading cloud-based service automation platform for facilities management, is seeking a Customer Success Manager to support customers, drive product adoption, advocacy, and retention across our platform.

You will develop a deep understanding of each customer's business, facilities, operations, priorities, and desired outcomes, translating those goals into value. The CSM will own the customer journey and foster long-term partnerships across the platform.

Responsibilities

• Support customers and coordinate product adoption, advocacy, retention and outcomes (e.g., improved utilization, standard methodologies, and expanded use of our products).
• Develop a deep understanding of each customer's business, facilities, operations, priorities, and desired outcomes, connecting those goals to ServiceChannel capabilities.
• Own the overall customer success relationship and collaborate cross-functionally to advocate for customers, coordinate resources, identify risks and opportunities.

Job description

Customer Success Manager

Position Overview

ServiceChannel is the leading cloud-based service automation platform for facilities management. We offer a single platform to source, procure, manage and pay for repair and maintenance services from commercial contractors. ServiceChannel is well established, but even after 20 years we still retain the spirit of a startup. We are primed for success, and we are currently on a high growth trajectory. We are committed to crafting a great product for our customers and an extraordinary work environment for our employees to succeed professionally and personally.

We are seeking a Customer Success Manager (CSM) to support our customers and coordinate product adoption, advocacy, retention and outcomes (e.g., improved utilization, standard methodologies, and expanded use of our products). This role requires a strategic problem solver and an organized doer ensuring client needs are met. In addition, the CSM develops a deep understanding of each customer's business, facilities, operations, priorities, desired outcomes, required subject matter expert within the platform who connects those goals to the capabilities and value ServiceChannel can provide.

Through proactive engagement, success planning, adoption guidance, and strategic conversations, the CSM helps customers continuously mature their use of ServiceChannel and realize greater value from their partnership. The CSM owns the overall customer success relationship and works cross-functionally across ServiceChannel to advocate for customers, coordinate resources, identify risks and opportunities, and create a consistent customer experience. In addition to supporting the customer journey, this person is required to be a platform expert and continue to sharpen their product skills continuously. The CSM serves as a trusted partner to ServiceChannel customers, helping them maximize the value of the ServiceChannel platform and achieve their facilities management and business objectives.