Commercial Relationship Manager

About the role

ServiceChannel (a Fortive company) is seeking a Commercial Relationship Manager to join its India Delivery Center in Bengaluru East, Karnataka, India. This customer-facing role owns the commercial lifecycle for a high-volume SMB and Small Commercial portfolio, including renewals and expansion (upsell/cross-sell), while partnering with Customer Success Managers on adoption and engagement. The position is hybrid, supports a global U.S.-majority and Europe-minority customer base, and requires staggered-shift coverage aligned to U.S. and European business hours.

What you’ll do

• Own and execute the end-to-end renewal process across an assigned portfolio, including proactive outreach, renewal planning, pricing execution, and contract progression
• Own expansion outcomes for the portfolio by identifying, qualifying, and executing upsell and cross-sell opportunities using structured commercial plays
• Conduct customer-facing commercial conversations (renewals, pricing discussions, negotiations, and expansion conversations) with professionalism and strong business acumen
• Partner with Customer Success Managers (CSMs) to incorporate adoption and customer health signals into renewal and expansion prioritization; support (but do not own) EBR preparation and follow-up by p
• Maintain high-quality account and opportunity data in Salesforce, Gainsight, and related tools to ensure forecasting accuracy, visibility, and continuity across teams
• Coordinate cross-functionally with Support, Billing / Collections, Implementation / Professional Services, and Product to resolve commercial blockers and ensure timely outcomes
• Operate within defined segmentation, playbooks, and standard work to deliver consistent customer experience and scalable commercial execution
• Participate in staggered-shift coverage aligned to U.S. and European time zones, including availability through ~12:00 PM Pacific to support live customer engagement

What you’ll bring

• 5+ years’ experience in a customer-facing commercial role (Account Management, Relationship Management, Renewals, Inside Sales, or Customer Success with commercial ownership), preferably in a SaaS env
• Demonstrated experience owning renewals and commercial outcomes, including managing negotiations and closing revenue
• Experience identifying and executing expansion opportunities (upsell / cross-sell) within an existing customer base
• Exceptional spoken and written English communication skills and strong interpersonal presence with U.S.-based customers
• Comfortable operating across time zones; ability to work a schedule aligned to U.S. business hours
• Strong organizational and prioritization skills to manage a high-volume book of business using structured processes and tools
• Proficiency with CRM and customer systems (e.g., Salesforce, Gainsight) and disciplined data hygiene/forecasting practices
• Ability to collaborate cross-functionally and influence outcomes in a 'win as a team' environment

Nice to have

• Experience supporting SMB or scaled customer segments with repeatable commercial motions
• Experience working with U.S. customers or global clients; comfort navigating multiple stakeholders remotely
• Experience in Facility Management and/or relevant verticals (Retail, Restaurants, Grocery, etc.)

Skills