Role Overview
Manage/Sr Manager is responsible for leading and scaling a team of Customer Success Managers (CSMs/advisors) who manage enterprise customer portfolios across onboarding, adoption, and lifecycle success. This role ensures consistent execution of outcome-based engagements, drives team capability uplift, and provides portfolio-level governance, while acting as the escalation point for complex customer situations.
Key Accountabilities:
- Lead, coach, and manage a team of Customer Success Managers
- Own performance management, goal setting, feedback, and career development
- Oversee onboarding, adoption, and bi-annual or quarterly customer reviews
- Act as escalation owner for high-risk or complex customers
- Drive standardization, best practices, and scalable delivery models
- Partner with Sales, Product, Support, and Services teams
- Promote data- and AI-driven decision-making
Eligibility & Experience:
- Strong experience in Customer Success, Consulting, or Account Oversight roles
- Demonstrated people leadership and stakeholder management capability
- Comfort managing complex priorities and enterprise customers
Measures of Success:
- Team performance against customer health and adoption metrics
- Reduction in escalations and customer risk
- Capability uplift and readiness of team members
- Contribution to best practices and enablement assets
Location:Milford, OH
Salary range:$60,000-$90,000 Per Year
More Information
Application Details
- Organization DetailsTCS / Tata Consultancy Services
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