Customer Success Manager

Proctoru Inc.; India; Remote; INR 3,000,000 - 6,000,000; Full time

Job summary

Meazure Learning is seeking a Manager, Customer Success to lead and develop an India-based team of about 10 Customer Success Associates. You will drive team performance, ensure high-quality client support, and partner with global leadership to align priorities and capacity.

The role requires 8+ years in customer-facing roles, with at least 3 years of people management, and strong English communication. Core hours are IST; remote role with global reach, based in India.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 8+ years of progressive experience in Customer Success, Client Services, Account Management, or related client-facing role.
• Minimum 3 years of direct people-management experience, preferably managing customer-facing professionals.
• Proven coaching, performance management and talent development experience.
• Experience in leading a team of a similar size and scope in a global, client-focused organization.

Responsibilities

• Directly manage a team of approximately 10 Customer Success Associates in India.
• Provide ongoing coaching, feedback, and development to strengthen performance.
• Conduct regular one-on-one and team meetings, performance reviews, and career development discussions.
• Set clear expectations and hold team members accountable for performance and service standards.
• Partner with HR and leadership on performance management and employee relations.
• Identify high-potential talent and support internal mobility and succession planning.
• Assist onboarding and integration of new team members.
• Foster an engaged, accountable and client-focused team culture.
• Oversee team performance and service delivery to clients and internal stakeholders.

Skills

Leadership

Coaching & Development

Client focus

English communication

Data-driven decisions

Cross-functional collaboration

Education

Bachelor's degree

Job description

At Meazure Learning, we aim to empower open-minded, inquisitive, and driven people, and we love how each new addition to the team adds to our culture. Here, you can positively impact the careers of millions of test-takers and reshape the education technology landscape by working toward one vision:

“To provide life-long learners across the globe the freedom to pursue their academic dreams and career aspirations safely, securely, and conveniently.”

Our Vision starts with our values—Hungry, Humble and Smart. We seek team members who are driven to achieve results while bringing these values to life in how they lead and work. Team members who think of the organization and team first without ego or agenda. Leaders who instinctively collaborate and operate with emotional intelligence. This is the foundation of success for all employees at Meazure Learning.

The Role:

The Manager, Customer Success is a people leadership position responsible for leading, developing, and managing a team of approximately 10 Customer Success Associates (CSAs) based in India. The Manager is accountable for the performance, development, engagement, and day-to-day leadership of the team while ensuring consistent, high-quality support for Meazure Learning’s clients and Customer Success organization.

This position does not carry an individual client portfolio as a primary responsibility. Rather, success is achieved through the performance and effectiveness of the team the Manager leads.

The Manager serves as the primary people leader for the India-based CSA team and partners closely with Customer Success leadership and other global stakeholders to align team priorities, capacity, performance, and development with broader business and client needs.

The Responsibilities:

• Directly manage a team of approximately 10 Customer Success Associates.
• Provide ongoing coaching, feedback, and development to strengthen individual and team performance.
• Conduct regular one-on-one meetings, team meetings, performance reviews, and career-development discussions.
• Establish clear expectations and hold team members accountable for performance, behaviors, service standards, and business objectives.
• Recognize strong performance and proactively address performance concerns.
• Partner with HR and Customer Success leadership on performance management, employee relations, development planning, and other people-related matters.
• Identify high-potential talent and support career development, succession planning, and internal mobility.
• Support the onboarding and successful integration of new team members.
• Build an engaged, accountable, collaborative, and client-focused team culture.

Team Performance & Client Success

• Own overall performance and service delivery for the India-based Customer Success Associate team.
• Ensure CSAs consistently provide responsive, accurate, and high-quality support to clients and Customer Success partners.
• Monitor individual and team performance against established goals, service levels, client expectations, and other Customer Success measures.
• Provide management support and escalation leadership for complex client or service issues.
• Identify performance trends, recurring issues, and opportunities to strengthen the client experience.
• Partner with Customer Success leadership to support client satisfaction, retention, relationship health, and overall Customer Success objectives.

Workforce & Operational Management

• Manage workload, capacity, assignments, and priorities across the team to ensure appropriate client coverage and effective utilization of resources.
• Use data, reporting, and performance metrics to identify trends, performance gaps, resource needs, and development opportunities.
• Ensure consistent execution of Customer Success processes, standards, and expectations.
• Identify opportunities to improve team effectiveness, scalability, and quality.
• Support workforce planning and hiring activities as the team evolves.

Global & Cross-Functional Leadership

• Serve as the primary local people leader for the India Client Success Associate team.
• Act as a key connection between India-based CSAs and Customer Success leadership.
• Partner effectively with Customer Success Managers and leaders as well as Implementation, Service Delivery, Product, Technology, HR, and other functions.
• Communicate team performance, capacity, risks, employee-development needs, and resource requirements to Customer Success leadership.
• Work effectively across geographic locations and time zones to support a global organization and client base.
• Lead the team through organizational, process, and business changes and reinforce effective change adoption.

Additional Position Information:

• Core Hours: 6 pm – 3 am (IST) or 5 pm – 2 am (IST)
• Core Days Worked: Monday - Friday

Desired Attributes:

• Bachelor’s degree or equivalent relevant professional experience.
• 8+ years of progressive experience in Customer Success, Client Services, Account Management, or a related client-facing function.
• Minimum 3 years of direct people-management experience strongly preferred, ideally managing customer-facing or client-support professionals.
• Demonstrated experience coaching employees, managing performance, developing talent, and building effective teams.
• Experience managing a team of similar size and scope preferred.
• Experience within B2B SaaS, education technology, assessment, or another global client-focused organization preferred.
• Strong client orientation and demonstrated ability to effectively manage escalations and resolve complex issues.
• Strong verbal and written English communication skills and the ability to work effectively with global colleagues and clients.
• Strong organizational, prioritization, and decision‑making skills.
• Demonstrated ability to use data and performance metrics to manage a team and make informed decisions.
• Ability to operate effectively within a global, cross‑functional, and matrixed organization.

Measures of Success

• Achievement of team performance and service expectations.
• Quality and consistency of client support.
• Employee performance, engagement, development, and retention.
• Effective coaching and development of Client Success Associates.
• Timely and effective management of performance concerns and client escalations.
• Appropriate workload distribution and team capacity management.
• Development of internal talent and readiness for expanded responsibilities.
• Strong partnership with Customer Success leadership and global stakeholders.

Our Company Values:

• Integrity.Honest, open and ethical practices
• Service.Remarkable service and personal leadership
• Innovation.Anticipate, challenge, and create
• Excellence.Quality through relentless improvement
• Impact: Play a key role in ensuring financial health for a global leader in education and professional testing.
• Innovation: Work in a dynamic environment that embraces process improvement and technology.
• Collaboration: Partner with colleagues across the U.S., Canada, UK, and India to support a truly global business.
• Growth: Gain exposure to U.S. GAAP and international accounting practices, expanding your expertise.
• Flexibility: Enjoy the benefits of a remote role with global reach.

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.