What does a Customer Success Manager do?
Customer Success Managers typically work for corporations across industries to oversee the customer service department and its employees. They work closely with the customer service team to help customers understand how to use company products and services to their advantage. Their job is to host department meetings to identify new goals, hire qualified customer service personnel and communicate with customers over the phone, by email or in person. They may also be responsible for coordinating with upper management to inform them of recurring issues with products or services.
Customer Success Manager Skills and Qualifications
A successful Customer Success Manager candidate will have various prerequisite skills and qualifications to perform the required duties, including impeccable customer service skills as well as strong written and verbal communication skills. A Customer Success Manager should have thorough knowledge of the industry and be a credible authority in that domain. A quality Customer Success Manager candidate should be proficient with word processing and presentation software. Additionally, quality candidates will have the ability to quickly learn about your company’s products and services to establish themselves as experts in the field.
Examples of skills and qualifications include:
- Impeccable customer services skills
- Knowledge of best practices in customer service and retention
- Proficient with applicable software applications
- Strong written and verbal communication
- Strong aptitude for technical software products
Customer Success Manager Salary Expectations
The average salary for a Customer Success Manager is $60,907 per year. The average salary and salary distribution ranges vary by industry, with service industries at the lower end of the range and technical or medical industries at the higher end. When estimating the salary for a Customer Success Manager in your company, it is important to consider the average salary for your industry.
Customer Success Manager Education and Training Requirements
Successful Customer Success Managers establish themselves as trusted advisors with strong domain knowledge in their industry. A quality Customer Success Manager candidate will have education, certification and training appropriate to your industry. For example, a quality candidate for a financial or accounting firm may have earned a degree from a four-year college or university in finance, accounting or a related discipline. A quality candidate for a software company may have education and training in computer science, programming languages or a related discipline. A quality Customer Success Manager candidate for your company should have education, certification and training in a discipline relevant to your industry.
Customer Success Manager Experience Requirements
Experience requirements for a quality Customer Success Manager candidate may include previous customer service experience, sales experience and experience in your industry that will help establish the candidate as a trusted advisor in the industry. Additionally, if a Customer Success Manager in your company is expected to manage a customer service team, prior supervisory or leadership experience may be desirable in a quality candidate.
Job Description Samples for Similar Positions
If a Customer Success Manager isn’t exactly what you’re looking for, below are examples of job descriptions for similar positions that may meet your company’s needs.