Lead – Customer Success Management (CSM)

Lead – Customer Success Management (CSM)

Scaled Success · India Development Center · Hybrid

About ServiceChannel

ServiceChannel is the leading cloud-based service automation platform for facilities management. We offer a single platform to source, procure, manage, and pay for repair and maintenance services from commercial contractors. Well established yet still driven by the spirit of a startup, ServiceChannel is on a high-growth trajectory and committed to building a great product for our customers and an extraordinary work environment for our employees to succeed professionally and personally.

Position Summary

We are building a team of Customer Success Managers (CSMs) in our India Development Center to support our scaled customer segment through a one-to-many, digital-led success model. As Global Lead – CSM, you will lead a team of Customer Success Managers responsible for driving product adoption, customer engagement, retention, and measurable value across a shared portfolio of smaller customers.

This role combines people leadership, customer success strategy, operational excellence, and hands-on execution. You will coach and develop CSMs, establish consistent execution of scaled success plays, monitor portfolio health and performance, and ensure the team delivers a high-quality customer experience while operating efficiently at scale.

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. You will also serve as an escalation point for complex customer situations, help remove operational barriers, and foster a collaborative, accountable, and customer-centric team culture.

The ideal candidate is a customer-focused leader who combines strong analytical and problem-solving skills with the ability to coach others, manage competing priorities, and drive results in a fast-paced, globally distributed SaaS environment.

Key Responsibilities

Team Leadership and People Development

• 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.

Customer Success Strategy and Portfolio Management

• Drive the execution of the scaled customer success strategy across the team's portfolio, ensuring consistent delivery of adoption, engagement, retention, and value realization initiatives.
• 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.
• Monitor portfolio health, product adoption, customer engagement, renewal readiness, and churn-risk indicators to identify emerging trends and prioritize interventions.
• Partner with CSMs to develop action plans for at-risk accounts, improve customer outcomes, and identify appropriate opportunities for retention and expansion.
• 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.
• Promote consistent application of ServiceChannel best practices, product configurations, and recommended workflows to help customers achieve their business objectives.

Performance Management and Operational Excellence

• Own team-level performance against agreed customer success KPIs, service levels, productivity measures, and quality standards.
• Monitor performance through dashboards, customer health reporting, CRM data, and customer success platforms, identifying gaps and implementing corrective actions.
• Review key metrics such as gross and net revenue retention, customer retention, product adoption, customer health-score coverage, customer satisfaction, engagement rates, and inbound response and resolution times.
• 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.
• Identify opportunities to simplify workflows, improve processes, increase automation, and strengthen the effectiveness of digital-led customer engagement.
• Maintain accurate reporting and documentation, ensuring leadership has visibility into performance, risks, dependencies, and improvement initiatives.
• Use data-driven insights to identify recurring customer issues, operational bottlenecks, and opportunities to improve team productivity and customer outcomes.

Customer Escalations and Stakeholder Management

• Act as an escalation point for complex customer concerns, adoption challenges, service issues, and potential churn situations.
• Guide CSMs in prioritizing customer issues, coordinating resolution efforts, and communicating clear action plans and expectations.
• Partner with US, EMEA & APAC-based leadership to align on customer strategy, portfolio priorities, retention initiatives, and performance improvement plans.
• Build effective working relationships with Support, Product, Sales, Account Management, and other internal teams to resolve customer issues and address systemic challenges.
• Represent the India Development Center team in cross-functional discussions, sharing customer insights, performance trends, and recommendations.
• Ensure customer commitments, escalations, and follow-up actions are tracked through to resolution, with appropriate communication to stakeholders.
• Champion the voice of the customer while balancing customer needs with ServiceChannel's business priorities, policies, and operating principles.

Scaled Success Program Development and Continuous Improvement

• Partner with Customer Success leadership to develop, test, and refine scalable engagement strategies, digital programs, and repeatable customer success motions.
• Identify opportunities to improve customer segmentation, engagement coverage, outreach effectiveness, and the prioritization of proactive customer interventions.
• Use customer data, product usage patterns, feedback, and team observations to recommend improvements to customer success programs and processes.
• Support the adoption and effective use of customer success technology, CRM systems, reporting tools, and automation capabilities.
• Share successful practices, lessons learned, and improvement opportunities across the broader Customer Success organization.
• Contribute to the evolution of the scaled success operating model as customer needs, business priorities, and program maturity change.

Working Hours & Location

This role is based in India and operates from the India Development Center in support of US, APAC & EMEA customers & stakeholders.

The team works an evening and overnight shift aligned with US Eastern business hours, approximately 8:00 AM to 8:00 PM ET. The exact window shifts by about an hour with US daylight saving time.

The schedule is Monday through Friday, with no weekend work. A reliable high-speed internet connection and a quiet, professional work environment are required.

Required Skills & Experience

• 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.

Preferred Skills & Experience

• 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.

Tools & Systems

In this role, you will regularly work with the following tools and systems:

Tool / System

Purpose

ServiceChannel

Core service automation platform

Gainsight

Customer success management, portfolio health, and engagement tracking

Salesforce

CRM and system of record for customer and commercial information

Zendesk

Customer support ticketing and escalation management

Slack

Internal communication and collaboration

Microsoft 365 & Teams

Reporting, presentations, meetings, and internal and external collaboration

How Success Is Measured

Performance will be measured through a balanced set of team, customer, operational, and people-development outcomes. Specific targets will be established with Customer Success leadership and may evolve as the scaled success program matures.

Representative measures include:

• Customer retention and revenue outcomes: Gross revenue retention, net revenue retention, and customer logo retention across the team's assigned portfolio.
• Customer adoption and health: Product adoption, health-score coverage, improvement in customer health, and proactive identification and mitigation of churn risks.
• Customer experience: Customer satisfaction (CSAT), Net Promoter Score (NPS), and the quality and effectiveness of customer engagement.
• Engagement and program execution: Portfolio engagement and coverage rates, timely completion of success plays, digital campaigns, health checks, and scheduled business reviews.
• Operational performance: Response and resolution times against agreed service levels, quality of documentation, process compliance, and effective management of escalations.
• Team performance and productivity: Achievement of individual and team KPIs, effective portfolio coverage, workload management, and consistency of execution.
• People development and engagement: Effectiveness of coaching, employee development, onboarding and ramp-up, knowledge sharing, and team collaboration.
• Continuous improvement: Successful implementation of process improvements, increased operational efficiency, improved digital engagement effectiveness, and measurable progress against agreed improvement initiatives.

Reporting & Team

This position is based in the India Development Center and reports to the designated IDC Customer Success leader, with a close working relationship with US, EMEA & APAC based leadership.

The Team Leader will directly manage a team of Customer Success Managers and collaborate closely with the respective regional leaders & Support, Product, Sales, and other cross-functional partners to execute customer success strategies, improve customer outcomes, and support the continued growth of ServiceChannel's scaled success program.