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Customer Success Manager
Meazure Learning. Directly manage approximately 10 Customer Success Associates based in India .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing a Customer Success team, focusing on performance management, coaching, and development while ensuring high client satisfaction and effective service delivery. Utilizes data-driven decision-making to enhance team performance and client experience in a global, cross-functional environment.
Highest-signal resume keywords
Customer Success ManagementPeople ManagementCoaching and DevelopmentB2B SaaS ExperiencePerformance Metrics Analysis
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance ManagementData AnalysisClient Escalation ManagementTeam DevelopmentService Delivery
Soft Skills
Strong Communication SkillsOrganizational SkillsDecision-Making SkillsClient OrientationCollaboration
Certifications & Qualifications
Bachelor’s Degree
Industry Keywords
Customer SuccessClient ServicesAccount ManagementB2BGlobal Client-Focused Organization
About the role
Key responsibilities & impact- Directly manage approximately 10 Customer Success Associates based in India
- Provide coaching, feedback, development, one-on-ones, team meetings, performance reviews, and career-development discussions
- Establish expectations and manage accountability for performance, behavior, service standards, and business objectives
- Recognize strong performance and address performance concerns
- Partner with HR and Customer Success leadership on performance management, employee relations, development planning, succession planning, and internal mobility
- Support onboarding and integration of new team members
- Build an engaged, accountable, collaborative, and client-focused team culture
- Own team performance and service delivery for the India-based Customer Success Associate team
- Monitor performance against goals, service levels, client expectations, and Customer Success measures
- Provide escalation leadership for complex client or service issues
- Identify performance trends, recurring issues, and opportunities to improve client experience
- Manage workload, capacity, assignments, priorities, client coverage, and resource utilization
- Use reporting and performance metrics to identify trends, gaps, resource needs, and development opportunities
- Ensure consistent execution of Customer Success processes, standards, and expectations
- Support workforce planning and hiring activities
- Partner with Customer Success, Implementation, Service Delivery, Product, Technology, HR, and other functions
- Communicate team performance, capacity, risks, development needs, and resource requirements to Customer Success leadership
- Lead the team through organizational, process, and business changes
Requirements
What you’ll need- Bachelor’s degree or equivalent relevant professional experience
- 8+ years of progressive experience in Customer Success, Client Services, Account Management, or a related client-facing function
- Minimum 3 years of direct people-management experience strongly preferred
- Demonstrated experience coaching employees, managing performance, developing talent, and building effective teams
- Experience managing a team of similar size and scope preferred
- Experience within B2B SaaS, education technology, assessment, or another global client-focused organization preferred
- Strong client orientation and ability to effectively manage escalations and resolve complex issues
- Strong verbal and written English communication skills
- Strong organizational, prioritization, and decision-making skills
- Ability to use data and performance metrics to manage a team and make informed decisions
- Ability to operate effectively within a global, cross-functional, and matrixed organization
- Ability to work core hours of 6 pm–3 am IST or 5 pm–2 am IST, Monday–Friday
Benefits
Comp & perks- 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