Lead – Customer Success Management (CSM)

Lead – Customer Success Management (CSM) Scaled Success · India Development Center · Hybrid About ServiceChannel ServiceChannel is the leading cloud-based service automation platform for facilities management. We offer a single platform to source, procure, manage, and pay for repair and maintenance services from commercial contractors. Well established yet still driven by the spirit of a startup, ServiceChannel is on a high-growth trajectory and committed to building a great product for our customers and an extraordinary work environment for our employees to succeed professionally and personally.

Summary We are building a team of Customer Success Managers (CSMs) in our India Development Center to support our scaled customer segment through a one-to-many, digital-led success model. 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. You will coach and develop CSMs, establish consistent execution of scaled success plays, monitor portfolio health and performance, and ensure the team delivers a high-quality customer experience while operating efficiently at scale. Working closely with US, EMEA & APAC-based leadership and cross-functional partners, you will translate business priorities into actionable team goals, use data to identify risks and opportunities, and continuously improve the effectiveness of the scaled success program. You will also serve as an escalation point for complex customer situations, help remove operational barriers, and foster a collaborative, accountable, and customer-centric team culture. The ideal candidate is a customer-focused leader who combines strong analytical and problem-solving skills with the ability to coach others, manage competing priorities, and drive results in a fast-paced, globally distributed SaaS environment.

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. Foster a culture of accountability, collaboration, continuous learning, customer advocacy, and shared ownership of team outcomes. Support onboarding and ramp-up of new team members through structured training, shadowing, knowledge sharing, and ongoing feedback. Encourage cross-training, documentation of best practices, and peer learning to improve consistency and resilience across the team. Customer Success Strategy and Portfolio Management Drive the execution of the scaled customer success strategy across the team's portfolio, ensuring consistent delivery of adoption, engagement, retention, and value realization initiatives. Ensure CSMs effectively manage their assigned portfolios through a combination of one-to-one and one-to-many engagement, including digital campaigns, group webinars, office hours, adoption checkpoints, health reviews, and renewal-readiness outreach. Establish and reinforce repeatable success plays, customer engagement standards, and lifecycle management practices appropriate to the scaled customer segment. Monitor portfolio health, product adoption, customer engagement, renewal readiness, and churn-risk indicators to identify emerging trends and prioritize interventions. Partner with CSMs to develop action plans for at-risk accounts, improve customer outcomes, and identify appropriate