We are looking for a Customer Success Manager – Team Lead to oversee a team of customer success executives handling medical device clients. The role requires balancing direct customer interactions with strong leadership—ensuring service quality, managing team performance, handling escalations, and driving customer satisfaction.Key ResponsibilitiesLead, mentor, and manage a team of customer success executives, including shift planning, workload allocation, and performance monitoring.Handle escalated or aggressive customer situations with professionalism, setting an example for the team.Guide the team in managing client journeys, ensuring timely responses and high-quality support.Monitor KPIs (response time, resolution time, customer satisfaction) and provide regular feedback to the team.Conduct training, coaching, and knowledge-sharing sessions to build team capability.Collaborate with sales, product, and technical teams to address customer needs and escalations effectively.Prepare and share team performance reports with management, highlighting improvements and gaps.Implement best practices for customer engagement, compliance, and usage of medical device solutions.Drive customer success strategies to improve retention, adoption, and overall satisfaction.RequirementsQualifications & SkillsBachelor’s degree in Healthcare, Biomedical Engineering, Life Sciences, or Business Management (Master’s preferred).5–7 years of experience in Customer Success / Client Services within Medical Devices / Healthcare / Consumer Electronics, with at least 2+ years in a team lead or supervisory role.Strong people management skills, including shift scheduling, coaching, and performance management.Experience in handling escalations, difficult clients, and conflict resolution.Excellent communication and interpersonal skills, with the ability to influence and motivate a team.Knowledge of healthcare compliance standards and medical device workflows.Analytical and process-oriented, with the ability to track KPIs and drive improvements.Willingness to travel occasionally for client visits or team support.