Manager/Team Lead

Tata Consultancy Services; Milford (OH); On-site; USD 60,000 - 90,000; Full time

Job summary

Tata Consultancy Services in Milford, OH seeks a Senior Manager to lead a team of Customer Success Managers responsible for onboarding, adoption, and lifecycle success of enterprise portfolios. The role focuses on scalable delivery, governance, and escalation management for complex accounts.

Responsibilities include coaching, performance management, and cross-functional collaboration with Sales, Product, Support, and Services to drive outcomes and continuous improvement.

Qualifications

• Strong experience in Customer Success, Consulting, or Account Oversight roles.
• Demonstrated people leadership and stakeholder management capability.
• Comfort managing complex priorities and enterprise customers.

Responsibilities

• Lead, coach, and manage a team of Customer Success Managers.
• Own performance management, goal setting, feedback, and career development.
• Oversee onboarding, adoption, and bi-annual or quarterly customer reviews.
• Act as escalation owner for high-risk or complex customers.
• Drive standardization, best practices, and scalable delivery models.
• Partner with Sales, Product, Support, and Services teams.
• Promote data- and AI-driven decision-making.

Skills

Customer Success

People leadership

Stakeholder management

Job description

Job Description

Role Overview

Manage/Sr Manager is responsible for leading and scaling a team of Customer Success Managers (CSMs/advisors) who manage enterprise customer portfolios across onboarding, adoption, and lifecycle success. This role ensures consistent execution of outcome-based engagements, drives team capability uplift, and provides portfolio-level governance, while acting as the escalation point for complex customer situations.

Key Accountabilities

• Lead, coach, and manage a team of Customer Success Managers
• Own performance management, goal setting, feedback, and career development
• Oversee onboarding, adoption, and bi-annual or quarterly customer reviews
• Act as escalation owner for high-risk or complex customers
• Drive standardization, best practices, and scalable delivery models
• Partner with Sales, Product, Support, and Services teams
• Promote data- and AI-driven decision-making

Eligibility & Experience

• Strong experience in Customer Success, Consulting, or Account Oversight roles
• Demonstrated people leadership and stakeholder management capability
• Comfort managing complex priorities and enterprise customers

Measures Of Success

• Team performance against customer health and adoption metrics
• Reduction in escalations and customer risk
• Capability uplift and readiness of team members
• Contribution to best practices and enablement assets

Location:Milford, OH

Salary range:$60,000-$90,000 Per Year