Team Lead, Customer Success Manager
3 weeks ago
At Meazure Learning, we support universities and credentialing exams around the globe by providing secure, reliable online proctoring and testing solutions for students taking exams remotely. Our mission is to create seamless, high-quality experiences for test takers, ensuring fairness and integrity in remote assessments.
As a Team Lead, Customer Success Manager (CSM), you will play a dual roleleading a team of up to 10 CSMs while also managing your own portfolio of clients. This is a working lead position, meaning you will actively support customers while providing leadership, mentorship, and strategic direction to your team. You will be responsible for driving customer engagement, ensuring retention, and fostering a customer-first culture within your team. If you&aposre a strong leader with a passion for customer success, problem-solving, and delivering world-class service, this role is for you.
Join Us And Youll
- Lead and mentor a team of up to 10 Customer Success Managers (CSMs) to ensure high performance, growth, and client satisfaction.
- Manage your own portfolio of clients, providing direct white-glove service to ensure their success with Meazure Learning.
- Be a trusted advisor for clients, guiding them through our services, resolving challenges, and helping them achieve their goals.
- Take ownership of customer success initiatives, driving engagement, retention, and expansion across the organization.
- Collaborate cross-functionally with sales, product, operations, and support teams to enhance the overall customer experience.
- Play a key role in developing best practices, training materials, and strategic initiatives to improve customer success operations.
The Role
The Team Lead, Customer Success Manager is responsible for ensuring the long-term success and retention of Meazure Learnings customers while also providing leadership and support to the CSM team. This role requires a balance of hands-on customer management and team leadership, with a focus on driving customer engagement, improving processes, and fostering professional growth within the team.
The Responsibilities
- Lead, coach, and mentor a team of up to 10 CSMs, fostering a culture of collaboration, growth, and accountability.
- Monitor team performance, set goals, and provide regular feedback to ensure individual and team success.
- Act as the first point of escalation for complex customer issues, providing guidance and support.
- Develop and implement best practices to enhance customer engagement and satisfaction.
- Assist in onboarding and training new CSMs, ensuring consistency in processes and service quality.
- Manage your own book of business, maintaining strong relationships with customers and ensuring their long-term success.
- Act as a strategic partner to clients, understanding their needs, goals, and challenges.
- Ensure customer retention by proactively identifying and addressing risks.
- Drive customer engagement by promoting resources, programs, surveys, and educational content.
- Forecast customer usage and engagement trends, providing insights to internal teams.
- Partner with Directors and Leadership on key projects, customer success strategies, and operational improvements.
- Work closely with Sales, Product, and Operations to ensure a seamless customer experience.
- Provide feedback to leadership on team performance, customer trends, and areas for improvement.
- Assist in refining customer communication strategies, ensuring a consistent, high-quality experience.
- Stay informed about market trends, competitor offerings, and industry best practices to keep Meazure Learning at the forefront of customer success.
What Were Looking For
Were looking for a customer-focused leader who can balance hands-on client support with team leadership and strategic initiatives. The ideal candidate will have:
- 3+ years of experience in customer success, account management, or client relations, preferably in a remote environment.
- 1+ years of experience in leading, coaching, or mentoring a customer success or account management team.
- Strong ability to build relationships and establish trust with clients and team members.
- Excellent verbal and written communication skills, with the ability to lead discussions, present strategies, and provide clear guidance.
- Experience in handling escalations, managing expectations, and providing proactive solutions to clients.
- Proficiency in technology and comfort working with web-based applications, Google Apps, and CRM systems.
- Ability to prioritize, multitask, and stay organized in a fast-paced environment.
- Strong problem-solving and analytical skills, with a data-driven approach to decision-making.
- Ability to work collaboratively with cross-functional teams and contribute to overall business success.
- Bachelors degree in Business , Communications, or a related field is preferred but not required.
- This is a remote position, supporting core business hours from 8:00 AM 5:00 PM EST, Monday through Friday, with flexibility depending on business needs.
Why Join Meazure Learning
At Meazure Learning, We Believe In Growth, Collaboration, And Innovation. Heres What You Can Expect When You Join Our Team
- Competitive Pay with opportunities for career advancement.
- A Collaborative Work Culture that values teamwork and inclusivity.
- A Fun & Engaging Atmosphere , celebrating achievements and fostering growth.
- Performance-Based Bonuses to reward hard work and dedication.
- Learning & Development Programs to support your professional growth.
- Company-Sponsored Health Insurance to take care of your well-being.
- Career Growth Opportunities within a fast-growing global organization.
- A Referral Award Program for bringing great talent into our team.
Learn more at www.meazurelearning.com
Meazure Learning is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Meazure Learning is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Meazure Learning are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Meazure Learning will not tolerate discrimination or harassment based on any of these characteristics.
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