Customer Success Manager

Role Overview

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.

What You Will 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, including digital campaigns, group webinars, office hours, in-app guidance, and curated success plays.

Why It Might Be a Fit

The role 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.

Requirements

• Bachelor’s 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
• Self-directed and reliable, comfortable working autonomously and collaborating with colleagues and customers across time zones
• Adaptive and responsive to feedback, and open to improving processes where needed
• A collaborative team player who supports peers through cross-training, shared best practices, and remote communication
• A genuine willingness to ask, learn, advance, and engage with teammates to achieve collective excellence

Benefits

• Competitive compensation
• Benefits package
• Strong opportunities for professional and personal growth
• Medical, dental, vision, life, and LTD insurance
• HSA
• 401(k) retirement plan