Customer Success Manager

• 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

Explore Customer Success Manager at Meazure Learning. Review requirements and application details.

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