Lead – Customer Success Management (CSM)

Overview

Lead a team of Customer Success Managers at the India Development Center, driving product adoption, engagement, retention and measurable value across a scaled, one-to-many customer portfolio for ServiceChannel.

What you'll do

• 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.
• Monitor individual and team performance, identify skill gaps and implement targeted coaching, training and development plans.
• Support onboarding and ramp-up of new team members through structured training, shadowing and feedback.
• Drive execution of the scaled customer success strategy, ensuring consistent delivery of adoption, engagement, retention and value realization initiatives.
• Ensure CSMs manage portfolios through one-to-one and one-to-many engagement, including digital campaigns, group webinars, office hours, health reviews and renewal-readiness outreach.
• Establish and reinforce repeatable success plays, engagement standards and lifecycle management practices for the scaled customer segment.
• Monitor portfolio health, product adoption, engagement, renewal readiness and churn-risk indicators, and prioritize interventions.
• Partner with CSMs on action plans for at-risk accounts and on retention and expansion opportunities.
• Own team-level performance against customer success KPIs, service levels, productivity and quality standards.
• Review metrics such as gross and net revenue retention, customer retention, adoption, health-score coverage, CSAT, engagement rates, and inbound response and resolution times.
• Act as an escalation point for complex customer concerns, adoption challenges, service issues and potential churn.
• Partner with US, EMEA and APAC leadership and with Support, Product, Sales and Account Management to align on customer strategy and resolve issues.
• Partner with Customer Success leadership to develop, test and refine scalable engagement strategies and digital programs.

What you'll need

• Five or more years of experience in a leadership role.
• Exposure to a client-facing role, including demonstrated experience leading, mentoring or coaching team members.
• Experience managing customer portfolios and driving adoption, retention, customer satisfaction and measurable business outcomes.
• Strong understanding of customer success methodologies, customer lifecycle management, account health monitoring, risk identification and retention strategies.
• Demonstrated ability to lead a team, set expectations, provide constructive feedback and drive accountability against performance goals.
• Strong analytical skills to interpret customer and operational data, identify trends and anomalies, build reports or visualizations, and translate insights into recommendations.
• Excellent written and verbal English communication skills, with the ability to lead customer and internal discussions.
• Proven ability to manage escalations, resolve complex customer situations and coordinate cross-functional teams.
• Strong organizational and project management skills to manage multiple priorities in a high-volume environment.
• Experience conducting remote presentations, facilitating team meetings and communicating performance updates to leadership.
• Strong attention to detail and commitment to accurate documentation, process adherence and consistent execution.
• A customer-first mindset, balancing empathy, commercial awareness and business objectives.
• Self-directed and adaptable, comfortable leading a distributed team across time zones.
• Demonstrated commitment to continuous improvement, knowledge sharing and collaborative problem-solving.
• Intermediate to advanced proficiency in Microsoft Excel, PowerPoint, Outlook and other Microsoft 365 applications.

Nice to have

• Experience leading a scaled, digital-led or tech-touch Customer Success team supporting a high-volume customer portfolio.
• Previous experience in a SaaS organization, preferably involving facilities management, CMMS, service automation, procurement or financial workflows.
• Familiarity with Gainsight, Salesforce, Zendesk and Pendo.
• Experience managing distributed teams and supporting customers or stakeholders across the US, EMEA and APAC.
• Experience with customer success reporting, health-score frameworks, renewal forecasting, retention analysis and performance dashboards.
• Familiarity with digital engagement strategies, customer segmentation, automation and scalable customer lifecycle programs.
• Previous experience in an offshore delivery center or global capability center.
• Experience with or familiarity with ServiceChannel.

Details

• Based in India at the India Development Center; reports to the designated IDC Customer Success leader.
• Evening and overnight shift aligned with US Eastern business hours, approximately 8:00 AM to 8:00 PM ET, shifting about an hour with US daylight saving time.
• Monday through Friday, no weekend work.
• A reliable high-speed internet connection and a quiet, professional work environment are required.
• Hybrid work mode.