Manager, SMB Customer Success

About the Role

Customer Success Manager (CSM) Team Lead

Key Responsibilities

• Team Leadership & Development





• Manage and coach a growing team of SMB CSMs (up to 5).
  
  
  
  


• Drive accountability, consistency, and professionalism in customer interactions.
  
  
  
  


• Foster career growth and skills development within the team.
  
  
  
  


• Act as the escalation point for customer issues requiring managerial involvement.
  
  
  
  





• Customer Success Management





• Own and manage a personal portfolio of higher-ARR SMB accounts, ensuring high adoption, retention, and satisfaction.
  
  
  
  


• Partner with customers to align product capabilities with their business goals.
  
  
  
  


• Support renewals and expansion opportunities within assigned accounts.
  
  
  





• Operational Excellence





• Ensure team adherence to Customer Success processes, including Gainsight/Salesforce updates, playbook execution, and customer health tracking.
  
  
  
  


• Maintain team dashboards and reporting for leadership visibility.
  
  
  


• Coordinate with cross-functional stakeholders (Support, Product, Sales, and Executive Leadership) to resolve issues and improve customer outcomes.
  
  
  





• Performance & Metrics





• Be accountable for team-level KPIs, including:
  
  
  
  




• Renewal rate & churn for the SMB segment.
  
  
  
  


• Customer adoption, engagement, and health scores.
  
  
  


• Employee retention and development within the India team.
  
  
  




• Report on progress, risks, and outcomes to US leadership on a regular basis.
  
  
  
  





• Cross-Regional Collaboration





• Work closely with US-based leaders and peers to ensure process alignment and global consistency.
  
  
  
  


• Provide insights on SMB customer needs to influence product roadmap and company strategy.
  
  
  

Requirements

• 8-10 years of Customer Success or Account Management experience, including at least 3 years in a

  leadership role

  managing CSMs.


• Experience managing

  US-based customers

  with proven ability to work during

  core US hours (5:30 PM 2:30 AM IST)

  .


• Strong understanding of Customer Success methodologies and practices, ideally in a SaaS environment.
  
  
  
  


• Excellent customer presence, communication, and stakeholder management skills.
  
  
  
  


• Track record of driving customer adoption, retention, and expansion.
  
  
  


• Proficiency with Customer Success tools such as Gainsight and Salesforce.
  
  
  

Leadership Qualities

• Empathetic, collaborative, and customer-first mindset.
  
  
  
  


• Strong sense of accountability and ability to set high standards for professionalism and preparedness.
  
  
  
  


• Skilled at balancing coaching with performance management.
  
  
  
  


• Process-oriented, but flexible enough to adapt to changing business needs.
  
  
  


• Comfortable operating in a fast-paced, high-growth environment.
  
  
  

Growth & Career Path

foundational leadership position