Lead – Customer Success Management (CSM)
BengaluruFull-timeSenior levelPosted 2 weeks ago
Senior customer support role at Fortive Careers in Bengaluru.
About the role
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.
What you'll do
- 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
What you need
- Customer success
- CRM
- Zendesk
- Escalation handling
- Sales
- Office 365
Good to have
- Facility management
- Salesforce
- Portfolio management
- Performance management
- PowerPoint