Customer Success Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Directly supervise around 10 Customer Success Associates located in India.

• Offer coaching, feedback, development, one-on-one sessions, team meetings, performance evaluations, and discussions on career advancement.

• Set clear expectations and oversee accountability for performance, behavior, service standards, and business goals.

• Acknowledge strong performers and address any performance issues.

• Collaborate with HR and Customer Success leadership on performance management, employee relations, development planning, succession planning, and internal mobility.

• Assist in the onboarding and integration of new team members.

• Foster a culture within the team that is engaged, accountable, collaborative, and client-focused.

• Take ownership of team performance and service delivery for the India-based Customer Success Associate team.

• Track performance against objectives, service levels, client expectations, and Customer Success metrics.

• Provide escalation leadership for intricate client or service challenges.

• Identify trends in performance, recurring issues, and areas for enhancing client experience.

• Manage workload, capacity, assignments, priorities, client coverage, and resource utilization.

• Utilize reporting and performance metrics to detect trends, gaps, resource needs, and development opportunities.

• Ensure the consistent application of Customer Success processes, standards, and expectations.

• Assist with workforce planning and recruitment activities.

• Collaborate with Customer Success, Implementation, Service Delivery, Product, Technology, HR, and other departments.

• Relay team performance, capacity, risks, development needs, and resource requirements to Customer Success leadership.

• Guide the team through organizational, process, and business transitions.

⛳️ Requirements

• Bachelor’s degree or equivalent relevant professional experience.

• 8+ years of progressive experience in Customer Success, Client Services, Account Management, or a similar client-facing role.

• At least 3 years of direct people management experience is highly preferred.

• Proven experience in coaching employees, managing performance, developing talent, and building effective teams.

• Experience managing a team of comparable size and scope is preferred.

• Background in B2B SaaS, education technology, assessment, or another global client-focused organization is preferred.

• Strong client orientation with the ability to effectively manage escalations and resolve complex issues.

• Excellent verbal and written communication skills in English.

• Strong organizational, prioritization, and decision-making abilities.

• Capability to leverage data and performance metrics to manage a team and make informed decisions.

• Ability to operate effectively within a global, cross-functional, and matrixed organization.

• Willingness to work core hours of 6 pm–3 am IST or 5 pm–2 am IST, Monday–Friday.

🏝️ Benefits

• Company-Sponsored Health Insurance

• Remote Work Opportunity

• Competitive Pay

• Healthy Work Culture

• Career Growth Opportunities

• Learning and Development Opportunities

• Referral Award Program

• Company Provided IT Equipment