Customer Success Manager

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.

Key Responsibilities

Customer Partnership & Strategy

• Build trusted, long-term relationships with customer stakeholders across facilities, operations, procurement, finance, IT, and other relevant areas of the organization.

• Develop a strong understanding of each customer's facilities management strategy, operational priorities, business challenges, and desired outcomes.

• Establish clear success criteria and develop Customer Success Plans that connect customer objectives with ServiceChannel capabilities, adoption goals, and measurable outcomes.

• Maintain an ongoing engagement cadence that includes strategic conversations, success planning, business reviews, adoption discussions, and alignment on priorities.

• Help customers evolve and mature their use of ServiceChannel as their facilities, operations and business needs change.

Adoption, Value & Customer Health

• Drive meaningful adoption of ServiceChannel by helping customers understand and leverage the platform capabilities most relevant to their goals.

• Partner with customers to identify opportunities to improve workflows, operational visibility, platform utilization, and overall value realization.

• Monitor customer health, engagement, adoption, and other relevant indicators to proactively identify risks and opportunities.

• Identify adoption barriers and work with customers and internal ServiceChannel teams to establish appropriate action plans.

• Help customers connect their use of ServiceChannel to measurable business and facilities outcomes.

• Capture customer successes and outcomes that demonstrate the value of the ServiceChannel partnership.

Customer Advocacy & Cross-Functional Partnership

• Serve as the voice of the customer within ServiceChannel, bringing forward customer needs, feedback, challenges, and opportunities.

• Partner closely with ServiceChannel Sales, Support, Professional Services, Product, and other teams to provide customers with a connected and consistent experience.

• Connect customers with the appropriate ServiceChannel resources and subject-matter experts based on their business needs and objectives.

• Identify recurring customer needs and trends and share actionable insights with internal stakeholders.

• Support opportunities for customer advocacy, including references, success stories, customer events, and other opportunities to showcase customer outcomes.

Risk, Escalation & Retention

• Proactively identify customer health risks and develop clear success strategies to address them.

• Serve as a strategic point of coordination during customer escalations, ensuring appropriate ServiceChannel teams are engaged and that the customer has visibility into ownership and next steps.

• Maintain executive and stakeholder alignment during complex customer situations.

• Partner cross-functionally to strengthen customer relationships and support retention.

• Maintain clear visibility into account health, risks, customer priorities, and success plans.

Growth & Expansion

• Identify opportunities for customers to achieve additional value from ServiceChannel based on their evolving business needs.

• Partner with Sales to identify and support appropriate expansion opportunities.

• Help customers understand how additional ServiceChannel capabilities may support their broader facilities and operational strategy.

• Develop strong relationships across the customer organization to broaden engagement and strengthen the overall partnership.

Customer Success Management (Gainsight)

• Maintain accurate customer information, including business objectives, stakeholders, success plans, adoption, account health, risks, opportunities, and key activities within ServiceChannel's CRM and Customer Success systems.

• Prepare for and lead effective customer meetings with clear objectives, insights, recommendations, and follow-up actions.

• Collaborate with the broader Customer Success organization to share best practices, customer insights, and lessons learned.

• Contribute to programs and processes that improve the ServiceChannel customer experience and strengthen the effectiveness of the Customer Success organization.

Required Skills & Qualifications

• Experience in Customer Success, Software as Service (SaaS) Account Management, client services, facilities technology, or another relevant customer-facing role.

• Demonstrated ability to develop strong customer relationships and become a trusted partner to customer stakeholders.

• Strong business acumen with the ability to understand customer objectives and connect technology capabilities to business and operational outcomes.

• Excellent communication, presentation, facilitation, and relationship management skills.

• Ability to communicate effectively with stakeholders ranging from day-to-day platform users to senior and executive leaders.

• Strong consultative skills and natural curiosity, with the ability to uncover customer needs rather than simply respond to requests.

• Ability to use customer health, adoption, usage, and engagement data to identify risks and opportunities and recommend appropriate actions.

• Strong organizational and project management skills with the ability to manage multiple customers and competing priorities.

• Demonstrated ability to navigate challenging customer situations with empathy, accountability, professionalism, and sound judgment.

• Ability to collaborate effectively across Customer Success, Sales, Support, Professional Services, Product, and other teams.

• Bachelor's degree or equivalent relevant professional experience.

• 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.

• Must be able to pass a Product Knowledge and Assessment at the completion of onboarding.

• Proficient in Microsoft Outlook, Word, Power Point, and Excel. 

Preferred Skills & Qualifications

• Experience with CRM, Customer Success, and analytics platforms.

• Experience within facilities management, multi-site operations, SaaS, or enterprise technology is a plus.

• 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.