Remote CSM for Scaled SaaS Adoption & Retention

Fortive; Oregon; Hybrid; USD 70,000 - 110,000; Full time

Job summary

ServiceChannel, part of Fortive, seeks a Customer Success Manager to support a scaled, US-facing customer base from our India Development Center. You will manage a portfolio of ~70 smaller customers, drive adoption, retention, and measurable value through digital-led plays and proactive outreach while working across time zones.

In this high-volume role, you’ll run onboarding, health checks, QBRs, and data-informed recommendations, collaborate cross-functionally with US, EMEA, and APAC teams, and

Qualifications

• Bachelor's degree and 2+ years in customer success or related role.
• Excellent written and verbal English for US customers.
• Experience with SaaS or CMMS platform and a systems-minded approach to solving problems.
• Ability to learn and maintain knowledge of SaaS offerings.
• Strong analytical skills to read data, spot trends, and communicate insights clearly.
• Able to manage a high-volume book of accounts and prioritize tasks.
• Capable of scheduling and running remote presentations with stakeholders.
• Detail-oriented with disciplined documentation and record-keeping.

Responsibilities

• Own a portfolio of ~70 smaller customers, driving adoption, retention, and value.
• Proactively recommend standard methodologies and configurations to drive full product adoption.
• Run scalable success motions: onboarding, adoption checks, health reviews, renewal-readiness outreach.
• Monitor health signals and product usage to identify churn risk and expansion opportunities.
• Lead engagements from digital check-ins to business reviews with data-informed recommendations.
• Respond quickly to inbound requests and escalate critical issues to protect the customer experience.
• Review data to surface trends and anomalies, and communicate business value of improvements.
• Collect and communicate actionable customer feedback to drive product improvements.
• Provide internal updates on customer configuration, usage, satisfaction, and churn risk.
• Collaborate cross-functionally with US, EMEA, and APAC teams to execute CS strategies.
• Aim for annual performance objectives tied to adoption, retention, engagement, and portfolio health.
• Learn and maintain knowledge of ServiceChannel offerings.

Skills

Customer success

Account management

English communications

SaaS experience

Data analysis

Cross-functional collaboration

Time management

Remote collaboration

Presentation skills

Documentation

Problem solving

Education

Bachelor's degree

Tools

Gainsight

Salesforce

Zendesk

Pendo

ServiceChannel

Microsoft Office

JIRA

Job description

ServiceChannel, part of Fortive, seeks a Customer Success Manager to support a scaled, US-facing customer base from our India Development Center. You will manage a portfolio of ~70 smaller customers, drive adoption, retention, and measurable value through digital-led plays and proactive outreach while working across time zones.

In this high-volume role, you’ll run onboarding, health checks, QBRs, and data-informed recommendations, collaborate cross-functionally with US, EMEA, and APAC teams, and