Customer Success Manager

🔥 1 minute ago

🇮🇳 India – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

👻 Ghost score 10%

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Meazure Learning

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2008

💼 Consulting

📦 Logistics

📚 Education

Consulting • Logistics • Education

Meazure Learning is a company that specializes in developing, delivering, proctoring, and analyzing higher-education and credentialing exams. They provide end-to-end solutions, including remote exam proctoring, test program consultation, item writing, and advanced reporting technologies. With a focus on enhancing performance outcomes and streamlining assessment processes, Meazure Learning offers a comprehensive suite of software designed to optimize the exam experience for both test-takers and test administrators.

📋 Description

• Directly manage approximately 10 Customer Success Associates based in India • Provide coaching, feedback, development, one-on-ones, team meetings, performance reviews, and career-development discussions • Establish expectations and manage accountability for performance, behavior, service standards, and business objectives • Recognize strong performance and address performance concerns • Partner with HR and Customer Success leadership on performance management, employee relations, development planning, succession planning, and internal mobility • Support onboarding and integration of new team members • Build an engaged, accountable, collaborative, and client-focused team culture • Own team performance and service delivery for the India-based Customer Success Associate team • Monitor performance against goals, service levels, client expectations, and Customer Success measures • Provide escalation leadership for complex client or service issues • Identify performance trends, recurring issues, and opportunities to improve client experience • Manage workload, capacity, assignments, priorities, client coverage, and resource utilization • Use reporting and performance metrics to identify trends, gaps, resource needs, and development opportunities • Ensure consistent execution of Customer Success processes, standards, and expectations • Support workforce planning and hiring activities • Partner with Customer Success, Implementation, Service Delivery, Product, Technology, HR, and other functions • Communicate team performance, capacity, risks, development needs, and resource requirements to Customer Success leadership • Lead the team through organizational, process, and business changes

🎯 Requirements

• 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 • 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 ability to effectively manage escalations and resolve complex issues • Strong verbal and written English communication skills • Strong organizational, prioritization, and decision-making skills • 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 • Ability to work core hours of 6 pm–3 am IST or 5 pm–2 am IST, Monday–Friday

🏖️ 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