Lead - Customer Success Management (CSM)

Job Summary

Lead - Customer Success Management (CSM)

Scaled Success India Development Center Hybrid

We are building a team of Customer Success Managers (CSMs) in our India Development Center to support our scaled customer segment through a one-to-many, digital-led success model. As Global Lead - CSM, you will lead a team of Customer Success Managers responsible for driving product adoption, customer engagement, retention, and measurable value across a shared portfolio of smaller customers.

This role combines people leadership, customer success strategy, operational excellence, and hands-on execution. You will coach and develop CSMs, establish consistent execution of scaled success plays, monitor portfolio health and performance, and ensure the team delivers a high-quality customer experience while operating efficiently at scale.

Working closely with US, EMEA APAC-based leadership and cross-functional partners, you will translate business priorities into actionable team goals, use data to identify risks and opportunities, and continuously improve the effectiveness of the scaled success program. You will also serve as an escalation point for complex customer situations, help remove operational barriers, and foster a collaborative, accountable, and customer-centric team culture.

The ideal candidate is a customer-focused leader who combines strong analytical and problem-solving skills with the ability to coach others, manage competing priorities, and drive results in a fast-paced, globally distributed SaaS environment.

Key Responsibilities

Team Leadership and People Development

• Lead, coach, and develop a team of Customer Success Managers responsible for a high-volume portfolio of scaled customers.
• Establish clear performance expectations, individual goals, and operating rhythms aligned with Customer Success leadership priorities.
• Conduct regular one-on-ones, team meetings, performance reviews, and coaching sessions to strengthen individual capabilities and team effectiveness.
• Monitor individual and team performance, identify skill gaps, and implement targeted coaching, training, and development plans.
• Foster a culture of accountability, collaboration, continuous learning, customer advocacy, and shared ownership of team outcomes.
• Support onboarding and ramp-up of new team members through structured training, shadowing, knowledge sharing, and ongoing feedback.
• Encourage cross-training, documentation of best practices, and peer learning to improve consistency and resilience across the team.

Customer Success Strategy and Portfolio Management

• Drive the execution of the scaled customer success strategy across the teams portfolio, ensuring consistent delivery of adoption, engagement, retention, and value realization initiatives.
• Ensure CSMs effectively manage their assigned portfolios through a combination of one-to-one and one-to-many engagement, including digital campaigns, group webinars, office hours, adoption checkpoints, health reviews, and renewal-readiness outreach.
• Establish and reinforce repeatable success plays, customer engagement standards, and lifecycle management practices appropriate to the scaled customer segment.
• Monitor portfolio health, product adoption, customer engagement, renewal readiness, and churn-risk indicators to identify emerging trends and prioritize interventions.
• Partner with CSMs to develop action plans for at-risk accounts, improve customer outcomes, and identify appropriate opportunities for retention and expansion.
• Support escalated customer conversations and strategic interventions where additional leadership involvement is required.
• Ensure customer feedback, usage insights, and recurring pain points are documented and communicated to relevant internal stakeholders.
• Promote consistent application of ServiceChannel best practices, product configurations, and recommended workflows to help customers achieve their business objectives.

Performance Management and Operational Excellence

• Own team-level performance against agreed customer success KPIs, service levels, productivity measures, and quality standards.
• Monitor performance through dashboards, customer health reporting, CRM data, and customer success platforms, identifying gaps and implementing corrective actions.
• Review key metrics such as gross and net revenue retention, customer retention, product adoption, customer health-score coverage, customer satisfaction, engagement rates, and inbound response and resolution times.
• Ensure timely and consistent execution of success plays, customer health reviews, business reviews, documentation, and follow-up actions.
• Manage workload distribution, account coverage, escalations, and competing priorities to maintain service quality and operational efficiency.
• Identify opportunities to simplify workflows, improve processes, increase automation, and strengthen the effectiveness of digital-led customer engagement.
• Maintain accurate reporting and documentation, ensuring leadership has visibility into performance, risks, dependencies, and improvement initiatives.
• Use data-driven insights to identify recurring customer issues, operational bottlenecks, and opportunities to improve team productivity and customer outcomes.

Customer Escalations and Stakeholder Management

• Act as an escalation point for complex customer concerns, adoption challenges, service issues, and potential churn situations.
• Guide CSMs in prioritizing customer issues, coordinating resolution efforts, and communicating clear action plans and expectations.
• Partner with US, EMEA APAC-based leadership to align on customer strategy, portfolio priorities, retention initiatives, and performance improvement plans.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.