Lead - Customer Success Management (CSM)
Core
Lead a team of Customer Success Managers to drive product adoption, engagement, retention, and value for a high-volume portfolio of scaled customers using a digital-led, one-to-many success model.
Role type
Senior IC Customer Success Manager (Team Lead)
Builds
Customer success programs, engagement strategies, and operational processes for a SaaS platform
Domain
SaaS / Facilities Management
Required skills
Team leadership, coaching, portfolio management, data analysis, stakeholder management, process improvement, strategic planning, performance management, customer retention
Preferred skills
Scaled success model experience, digital engagement strategies, cross-functional collaboration
Technologies
CRM systems, customer success platforms, dashboards, reporting tools
Responsibilities
Lead, coach, and develop a team of CSMs; drive execution of scaled customer success strategies; monitor portfolio health and performance metrics; act as an escalation point for complex customer issues; partner with cross-functional teams to resolve systemic challenges; develop and refine scalable engagement programs.
Seniority
Senior, hands-on IC