[Hiring] Customer Success Manager @ProctorU Inc.

Role Description

The Manager, Customer Success is a people leadership position responsible for leading, developing, and managing a team of approximately 10 Customer Success Associates (CSAs) based in India. The Manager is accountable for the performance, development, engagement, and day-to-day leadership of the team while ensuring consistent, high-quality support for Meazure Learning’s clients and Customer Success organization.

This position does not carry an individual client portfolio as a primary responsibility. Rather, success is achieved through the performance and effectiveness of the team the Manager leads.

The Manager serves as the primary people leader for the India-based CSA team and partners closely with Customer Success leadership and other global stakeholders to align team priorities, capacity, performance, and development with broader business and client needs.

Responsibilities

• People Leadership & Team Development
  • Directly manage a team of approximately 10 Customer Success Associates.
  • Provide ongoing coaching, feedback, and development to strengthen individual and team performance.
  • Conduct regular one-on-one meetings, team meetings, performance reviews, and career-development discussions.
  • Establish clear expectations and hold team members accountable for performance, behaviors, service standards, and business objectives.
  • Recognize strong performance and proactively address performance concerns.
  • Partner with HR and Customer Success leadership on performance management, employee relations, development planning, and other people-related matters.
  • Identify high-potential talent and support career development, succession planning, and internal mobility.
  • Support the onboarding and successful integration of new team members.
  • Build an engaged, accountable, collaborative, and client-focused team culture.
• Team Performance & Client Success
  • Own overall performance and service delivery for the India-based Customer Success Associate team.
  • Ensure CSAs consistently provide responsive, accurate, and high-quality support to clients and Customer Success partners.
  • Monitor individual and team performance against established goals, service levels, client expectations, and other Customer Success measures.
  • Provide management support and escalation leadership for complex client or service issues.
  • Identify performance trends, recurring issues, and opportunities to strengthen the client experience.
  • Partner with Customer Success leadership to support client satisfaction, retention, relationship health, and overall Customer Success objectives.
• Workforce & Operational Management
  • Manage workload, capacity, assignments, and priorities across the team to ensure appropriate client coverage and effective utilization of resources.
  • Use data, reporting, and performance metrics to identify trends, performance gaps, resource needs, and development opportunities.
  • Ensure consistent execution of Customer Success processes, standards, and expectations.
  • Identify opportunities to improve team effectiveness, scalability, and quality.
  • Support workforce planning and hiring activities as the team evolves.
• Global & Cross-Functional Leadership
  • Serve as the primary local people leader for the India Client Success Associate team.
  • Act as a key connection between India-based CSAs and Customer Success leadership.
  • Partner effectively with Customer Success Managers and leaders as well as Implementation, Service Delivery, Product, Technology, HR, and other functions.
  • Communicate team performance, capacity, risks, employee-development needs, and resource requirements to Customer Success leadership.
  • Work effectively across geographic locations and time zones to support a global organization and client base.
  • Lead the team through organizational, process, and business changes and reinforce effective change adoption.

Qualifications

• Bachelor’s degree or equivalent relevant professional experience.
• 8+ years of progressive experience in Customer Success, Client Services, Account Management, or a related client-facing function.
• Minimum 3 years of direct people-management experience strongly preferred, ideally managing customer-facing or client-support professionals.
• Demonstrated experience coaching employees, managing performance, developing talent, and building effective teams.
• Experience managing a team of similar size and scope preferred.
• Experience within B2B SaaS, education technology, assessment, or another global client-focused organization preferred.
• Strong client orientation and demonstrated ability to effectively manage escalations and resolve complex issues.
• Strong verbal and written English communication skills and the ability to work effectively with global colleagues and clients.
• Strong organizational, prioritization, and decision-making skills.
• Demonstrated ability to use data and performance metrics to manage a team and make informed decisions.
• Ability to operate effectively within a global, cross-functional, and matrixed organization.

Measures of Success

• Achievement of team performance and service expectations.
• Quality and consistency of client support.
• Employee performance, engagement, development, and retention.
• Effective coaching and development of Client Success Associates.
• Timely and effective management of performance concerns and client escalations.
• Appropriate workload distribution and team capacity management.
• Development of internal talent and readiness for expanded responsibilities.
• Strong partnership with Customer Success leadership and global stakeholders.

Benefits

• Company-Sponsored Health Insurance
• Remote Work Opportunity
• Competitive Pay
• Healthy Work Culture
• Career Growth Opportunities
• Learning and Development Opportunities
• Referral Award Program
• Company Provided IT Equipment