Lead - Customer Success Management (CSM)

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. 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. 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. Performance Management and Operational Excellence 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. Guide CSMs in prioritizing customer issues, coordinating resolution efforts, and communicating clear action plans and expectations. Build effective working relationships with Support, Product, Sales, Account Management, and other internal teams to resolve customer issues and address systemic challenges. Ensure customer commitments, escalations, and follow-up actions are tracked through to resolution, with appropriate communication to stakeholders. Support the adoption and effective use of customer success technology, CRM systems, reporting tools, and automation capabilities. Contribute to the evolution of the scaled success operating model as customer needs, business priorities, and program maturity change. 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. Five or more years of experience in a leadership role. With exposure to being in 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, including the ability to interpret customer and operational data, identify trends and anomalies, build meaningful reports or visualizations, and translate insights into actionable recommendations. Excellent written and verbal English communication skills, with the ability to lead customer and internal discussions with stakeholders. Proven ability to manage escalations, resolve complex customer situations, and coordinate cross-functional teams toward timely resolution. Strong organizational and project management skills, with the ability to manage multiple priorities and maintain operational discipline in a high-volume environment. Experience conducting remote presentations, facilitating team meetings, and communicating performance updates and recommendations to leadership. Strong attention to detail and commitment to accurate documentation, process adherence, and consistent execution. A customer-first mindset, with the ability to balance empathy, commercial awareness, and business objectives. Self-directed, adaptable, and comfortable leading a distributed team across time zones and working in a changing business environment. 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. 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 customer success platforms such as Gainsight, CRM systems such as Salesforce, support platforms such as Zendesk, and product engagement tools such as 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 working in an offshore delivery center or global capability center. Experience with or familiarity with ServiceChannel.