CSA Manager India

Position Overview

The Manager, Customer Success will play a pivotal role in ensuring our customers achieve their desired outcomes while utilizing our products and services. This position requires a strategic leader who can mentor and guide a team of Customer Success Advisors in India, driving customer satisfaction, growth and retention through best practices and continuous improvement.

This role demands a proactive individual who can drive our customer success initiatives forward in India, ensuring that our customers receive the highest level of service and support. If you are a leader with a passion for customer success and a track record of mentoring and guiding teams, we encourage you to apply.

Responsibilities 

• Hire, manage, mentor, coach, and develop a team of Customer Success Advisors in India

• Guide the team as they engage directly with customers through customer nurturing & planning interactions, data-driven triggered actions and reacting to inbound customer-initiated triggers

• Partner with leaders of Sales, Renewals, Technical Sales, the Channel Partner ecosystem, Technical Support, Client Services, and others to drive customer success motions and impact customer value, risk mitigation, activation, usage and growth

• Build and refine reporting processes as part of continuous improvement efforts

• Ensure CRM tools and Autodesk methodologies are leveraged to process and track onboarding and adoption 

• Be the voice and advocate for Scaled CS in India Leadership discussions and collaborate with the India Leadership Team to ensure that the CSAs have the local support to drive successful customer engagement

• Encourage innovation by exchanging new ideas to improve operational efficiency within Customer Success and supporting organizations as well as coming up with digital customer success motions to enhance customer coverage

• Determine team measurement and rewards, and regularly report on team and individual contributor results to senior leadership 

• Establish best practices, tool usage, and consistent reporting to track team KPIs

Minimum Qualifications

• 10+ years of experience in Customer Success, Account Management, Sales and/or Marketing

• At least 3 years of people management experience with proven leadership expertise

• Coaching and mentorship skills

• Ability to prioritize, assign, and delegate tasks

• Expertise in change management

• Strong collaboration and coordination skills across multiple stakeholders

• Experience in creating and implementing customer success strategies

• Excellent communication and interpersonal skills

• Proven track record of driving customer satisfaction and retention

• Analytical mindset with the ability to interpret data and drive decision-making

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