Head of CSM

Responsibilities: Lead and coach a global team of 10-15 Customer Success Managers while operationalizing global CS strategies. Act as a senior presence for customers by personally owning and resolving high-level escalations.

Requirements: Requires a background as an enterprise CSM with at least 2 to 3 years of people management experience in Customer Success. Candidates must demonstrate a highly operational working style and a track record of using automation to scale customer outcomes.

Key skills: People Management, Enterprise Customer Success, Operational Leadership, Customer Escalation Management, Change Management, Stakeholder Communication, Strategic Execution, Workflow Automation, Predictive Insights, Accountability

Keywords: Customer Success Management, Enterprise CSM, GenAI, SaaS, Market Research, Consumer Insights, Operational Excellence, People Management, Customer Retention, Automation, Predictive Insights, Intelligent Workflows, Remote Work, Stakeholder Management