APAC Lead, CSM

About the role

We are looking for an experienced and hands-on Customer Success Team Lead to lead and develop our Customer Success team in India while maintaining ownership of a portfolio of customers. This is a player/coach role, balancing team leadership (70%) with direct customer engagement (30%). You will lead a team of three Customer Success Managers while personally managing approximately 30 accounts, driving customer adoption, retention, renewals, and growth.

What you'll do

• Lead, coach, and develop a team of Customer Success Managers, setting clear expectations, driving accountability
• Manage your own portfolio of customers throughout the customer journey, building strong relationships with key stakeholders and executives while driving adoption
• Develop and execute Customer Success Plans, lead QBRs and EBRs, and proactively identify customer risks and opportunities
• Own renewal forecasting and risk management across the team's portfolio, partnering with Sales on renewal execution, commercial strategy, and expansion opportunities
• Act as an escalation point for complex customer challenges, collaborating with Customer Success Engineers, Support, Product, Engineering

What you need

• 7–13 yrs of experience
• Customer success
• Cloud security
• Escalation handling
• AWS
• GCP
• Azure
• Any graduate

Good to have

• Salesforce