Lead – Customer Success Management (CSM)
Core
Lead a team of Customer Success Managers to drive product adoption, engagement, retention, and value realization for a high-volume portfolio of scaled customers using a digital-led, one-to-many model.
Role type
Senior IC Customer Success Manager Lead (Team Lead)
Builds
Cloud-based service automation platform for facilities management
Domain
SaaS / Facilities Management
Required skills
Team leadership, coaching, portfolio management, data analysis, strategic planning, operational excellence, stakeholder management, conflict resolution, change management
Preferred skills
Experience with scaled success models, digital engagement strategies, cross-functional collaboration
Technologies
CRM platforms, analytics tools, digital campaign tools
Responsibilities
Lead, coach, and develop a team of Customer Success Managers; Drive execution of scaled customer success strategy; Monitor portfolio health and identify churn risks; Partner with CSMs to develop action plans for at-risk accounts; Establish consistent execution of success plays and engagement standards; Translate business priorities into actionable team goals.