Key Responsibilities

• Support day-to-day supervision of the Customer Success team and ensure smooth execution of customer-facing operations.
• Monitor team accountability, responsiveness, documentation quality, meeting follow-ups, and adherence to service standards.
• Ensure customer health updates, red flags, internal notes, meeting minutes, and action trackers are maintained accurately and on time.
• Build and sustain strong customer relationships while proactively identifying service risks, escalation points, and retention concerns.
• Coach team members on communication standards, professionalism, ownership, and structured customer handling.
• Support onboarding, probation reviews, performance conversations, and capability development of team members.
• Coordinate with internal stakeholders to align on commitments, priorities, and issue resolution for assigned customers.
• Recommend and implement process improvements that strengthen reporting discipline, service consistency, and operational efficiency.

Selection Criteria / Required Competencies

• Proven ability to manage teams, enforce accountability, and create a disciplined yet supportive working environment.
• Strong customer relationship management skills with the ability to handle critical conversations and service-sensitive situations professionally.
• Excellent verbal and written communication skills, including the ability to draft clear updates, meeting minutes, and performance feedback.
• Sound judgment, emotional intelligence, and maturity in balancing people management with organizational requirements.
• Strong problem-solving and escalation-handling capability with a proactive and solution-oriented approach.
• High ownership, attention to detail, and ability to manage multiple priorities in a fast-paced environment.
• Comfort with performance tracking, reporting, process monitoring, and structured follow-through on action items.
• Digital literacy and working proficiency in tools such as Zoom, Microsoft Teams, Outlook, and other collaboration platforms.
• Strong follow-up and follow-through skills to ensure timely execution, coordination, and closure of tasks.