Lead - Customer Success Management (CSM)

Lead - Customer Success Management (CSM) at ServiceChannel, India, is a pivotal role that drives the success of our enterprise‑level clients by ensuring they extract maximum value from our facilities‑management platform. As the primary advocate for customer outcomes, you will shape adoption strategies, champion best‑practice workflows, and act as the strategic bridge between product, operations, and the client ecosystem. Your influence will directly impact ServiceChannel’s market leadership in the proptech space, accelerating revenue retention and expansion across a rapidly growing portfolio of high‑visibility accounts. This position offers a clear path to senior leadership, with opportunities to lead cross‑functional initiatives, influence product roadmaps, and mentor a growing team of Customer Success Managers across the region.

- Own end‑to‑end customer journeys, from onboarding and implementation to renewal and upsell, delivering measurable ROI for each client.
- Conduct quarterly business reviews, leveraging data analytics and health scores to surface insights, mitigate churn risk, and identify growth opportunities.
- Partner with Sales, Product, and Engineering to translate client feedback into feature enhancements, ensuring the platform evolves with market demands.
- Lead a team of CSMs, providing coaching, performance management, and career development to build a high‑performing customer success engine.
- Design and execute scalable enablement programs, including training workshops, adoption playbooks, and best‑practice webinars for both internal teams and customers.
- Manage escalations with composure, applying strong problem‑solving and negotiation skills to resolve complex issues swiftly.
- Report directly to the Director of Customer Success, contributing to regional strategy, forecasting, and KPI tracking.

Why join ServiceChannel? Our culture is built on collaboration, innovation, and a relentless focus on customer impact—values that resonate with top‑tier talent who thrive in fast‑moving, technology‑driven environments. You’ll work alongside industry experts shaping the future of facilities management, gaining exposure to cutting‑edge IoT integrations, AI‑powered analytics, and cloud‑native solutions that redefine how organizations maintain their physical assets. ServiceChannel invests heavily in professional growth, offering continuous learning programs, leadership bootcamps, and clear advancement tracks from lead roles to senior executive positions. As the proptech sector expands, the Lead - Customer Success Management (CSM) role becomes increasingly strategic, positioning you at the forefront of industry transformation while delivering a rewarding career built on tangible customer success and personal achievement.