Customer Success Manager

Fortive

. Own a portfolio of roughly 70 smaller customers .

Posted 11/4/2026full-timeRemote • IndiaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer success management, focusing on adoption, retention, and engagement strategies. Proficient in analyzing customer data to drive actionable insights and improve service delivery.

Highest-signal resume keywords

Customer Success ManagementSaaS Platform ExperienceAnalytical SkillsProject ManagementCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Data AnalysisStatistical SummariesVisualizationsOnboarding AssistanceHealth ReviewsRenewal-Readiness OutreachDigital CampaignsCustomer Feedback CommunicationTrend IdentificationChurn Risk Monitoring

Soft Skills

Excellent Written CommunicationVerbal CommunicationAttention to DetailEmpathySelf-Directed

Tools & Technologies

Microsoft OutlookMicrosoft WordMicrosoft PowerPointMicrosoft ExcelGainsightSalesforceZendeskPendoServiceChannel

Industry Keywords

Customer SuccessAccount ManagementClient AdvocacyFacilities ManagementProcurementFinance

About the role

Key responsibilities & impact

Own a portfolio of roughly 70 smaller customers
Drive adoption, retention, and value through one-to-one and one-to-many engagement, digital campaigns, group webinars, office hours, in-app guidance, and curated success plays
Recommend ServiceChannel methodologies, processes, and configurations aligned with customer business objectives
Run scalable success motions including onboarding assists, adoption checkpoints, health reviews, and renewal-readiness outreach
Monitor customer health signals and product usage to identify churn risk and expansion opportunities
Triage at-risk accounts and escalate when needed
Lead digital check-ins and business reviews, delivering scorecards and data-informed recommendations
Respond to inbound requests and escalate critical issues
Review customer data to identify trends and anomalies and recommend improvements
Collect and communicate actionable customer feedback for product improvements
Provide internal communications on customer configuration, usage, satisfaction, and churn risk
Act as a client advocate
Collaborate with teams across the US, EMEA, and APAC on customer success strategies
Achieve objectives tied to adoption, retention, engagement, and portfolio health
Learn and maintain technical knowledge of ServiceChannel offerings
Collaborate with US Customer Success Managers, Support, Product, and other cross-functional partners
Report to the local IDC team lead with a dotted-line relationship to US-based Customer Success leadership

Requirements

What you’ll need

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
Functional, systems-minded approach to solving complex customer problems
Ability to learn and maintain working knowledge of SaaS offerings
Strong analytical skills, including reading customer data, applying simple statistical summaries, building visualizations, spotting trends and anomalies, and communicating findings clearly
Solid project and time management; ability to multitask and prioritize across a large book of accounts
Comfort scheduling, managing, and running remote presentations with internal and external stakeholders, including senior leaders
Strong attention to detail and disciplined documentation
Passion for building customer relationships, delivering great service, and resolving conflict with empathy
Self-directed and reliable; comfortable working autonomously and across time zones
Adaptive and responsive to feedback
Collaborative team-player approach, including cross-training and shared best practices
Must pass a Product Knowledge and Assessment at completion of onboarding
Proficient in Microsoft Outlook, Word, PowerPoint, and Excel
Preferred: experience in scaled, digital, or tech-touch customer success serving a high-volume portfolio
Preferred: familiarity with Gainsight, Salesforce, Zendesk, or Pendo
Preferred: prior experience supporting US or global customers from an offshore or global delivery center
Preferred: facilities management or procurement and finance experience
Preferred: experience with or familiarity with ServiceChannel

Benefits

Comp & perks

Competitive compensation and benefits package
Strong opportunities for professional and personal growth
Remote work arrangement
Monday–Friday schedule with no weekend work