Lead – Customer Success Management (CSM)

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
• Any graduate

Good to have

• Facility management
• Salesforce
• Portfolio management
• Performance management
• PowerPoint