Customer Success Manager

Manager, Customer Success

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.

Meazure Learning was established when testing industry giants Proctor U and Yardstick joined forces in 2020. Our goal is to better serve both our higher-ed and professional testing clients by creating the most comprehensive and transformative full-service online test development and delivery solution on the market. As the demand for remote proctoring has grown, we've expanded our footprint to 16 offices in 8 countries, staffed by the largest certified proctor and support workforce in the world.

Meazure Learning uses technology to make education accessible to all regardless of ability or location while building trust in the expansion of access to education. Our team is responsible for building and supporting digital solutions trusted by over 1,000 institutions in 129 countries who administer over 2,000,000 exams per year, and we are continuing to grow!

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

People Leadership & Team Development

• 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

• Remote India Opportunity
• 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

Why Join Meazure Learning?

• 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.

The Benefits

• Company-Sponsored Health Insurance
• Remote Work Opportunity
• Competitive Pay
• Healthy Work Culture
• Career Growth Opportunities
• Learning and Development Opportunities
• Referral Award Program
• Company Provided IT Equipment