Customer Success Manager Job Description: Top Duties and Qualifications

A Customer Success Manager, or Client Success Manager, is responsible for overseeing the process of customer retention within a business. Their duties include interacting with new, existing and potential customers on a regular basis, directing their team on how to best help customers and implementing customer service policies and procedures to enhance customer satisfaction.

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Customer Success Manager Duties and Responsibilities

Duties and responsibilities of a Customer Success Manager may vary depending on the business or industry. Successful Customer Success Managers will help increase customer retention by establishing themselves as credible authorities in the industry to build and maintain customer relationships. Examples of Customer Success Manager duties and responsibilities include:

  • Establish and maintain customer relationships
  • Establish customer service policies and practices
  • Provide high-level technical and product support
  • Supervise and develop customer success teams

Customer Success Manager Job Description Examples:

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Customer Success Manager

As a Team Lead, you are most responsible for customer success. Solving problems and clearly communicating to customers and your team are critical. Ensuring you team has everything they need and building a culture of trust and transparency will help you drive success in this role. Owned Areas: Customer Relationship, Recruiting, Team Culture, Quality Control, Employee Issues - Build relationships with hotel Directors, understand who they need on their team - Visit other hotels and restaurants, and introduce yourself to people who already work in the jobs you need to fill. Build a community of people who will refer employees to you. - Bring the recruits to the customer so that they can interview them and chose a start date. - Communicate transparently with customer and employees to solve problems and deliver desired results. - Think about culture, how to: drive better results, incentivize performance, show the customer we are better. - Grow existing accounts, bid on projects, vertically integrate with customer. - Optimize accounts so they have little waste, but are equally unstressed. - Lead property level calls and regional update calls. - Payroll & HR updates are updated in the system. - Be available for your team, they should be confident that you support them. - When faced with challenges, think through solutions and then involve you manager in the recommended solution. CCI is an EEO Employer. All Team Members are empowered to be Leaders. We offer health benefits and each position offers unique incentives for providing an amazing customer experience. - Experience managing teams. - Clear communicator with good writing skills. - Ability to travel with short notice. - Basic knowledge of cleaning and maintenance services. - Significant walking or other means of mobility. - Ability to work in a standing position for long periods of time (up to 8 hours). - Ability to reach, bend, stoop, push and/or pull, and frequently lift up to 35 pounds and occasionally lift/move 40 pounds. - Bi-lingual (English and Spanish). - Coachable. - Attention to detail & passion for providing excellence. - Independant preformer that understands the culture is more important than any single team member. - Ability to prioritize and handle multiple tasks. - Clean and well groomed appearance.
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Customer Success Manager

At Wiley, we welcome you for who you are, the background you bring, and embrace individuals who get excited about learning whether online or by book. Learning is for everyone, and so is our workplace. Bring your experiences, your perspectives, and your passion. It’s in our differences that we empower the way the world learns. Customer Success Managers are responsible for maximizing digital implementation, usage, retention and expansion of Wiley’s digital solutions. Working closely with their Digital Learning Executive, the Customer Success Managers bring their expertise to provide a range of services to customers including developing successful course implementation solutions, training, course fulfilment/set up, monitoring course usage, trends and driving digital conversions and account expansions. The Customer Success Manager will be a key resource in delivering Wiley’s commitment to exceptional customer advising, support, retention and expansion of digital usage in their territory. They will work with existing and new customers to create and implement their digital solutions. How you will make an impact: Responsible for retaining current customers and expanding digital usage at installed base accounts Responsible for assisting faculty in implementing and integrating Wiley’s digital solutions. Consult with instructors on implementation and curriculum design. Execute on individual and departmental training plans. Collaborate with Digital Learning Executives to review status of opportunities, existing business and expansion opportunities. Partner with Digital Learning Executives to identify core existing customers and participate in effective retention strategies to reduce digital churn and ensure a superior experience for our installed customers. Drive and support pilots across the territory. Conduct effective and ongoing outreach via daily phone calls and email to prospective and existing customers. Deliver virtual (remote) sales presentations via one-on-one or group decision maker meetings. Proactively follow up with customers to ensure a positive experience using Wiley products and promote new features and functionality specific to their user experience Conduct re-training with key customers to ensure all large adoption customers are “power users” Deep integration expertise on various LMS / LTI implementations. Provide regular reporting, account and adoption intelligence and update opportunities and cases regularly in SFDC. Generate and analyze digital usage data for Wiley’s offerings Provide support with our Advocacy/Success Programs, including First Day of Class training for faculty and students, WileyPLUS and Alta Studio, and the Instructor Academies We are looking for people who: Undergraduate degree 2-4 years of relevant work experience in a similar function Previous customer service, sales support and tech product support exposure Able to lead effective presentations to internal and external customers, in both large groups and one-on-one settings User experience and knowledge with a CRM platform, preferably Salesforce Consultative – focus on retentionand renewal experience with customers Strong written and verbal communication skills Excellent organization and time management skills Ability to learn and apply technical expertise with new and existing platforms A strong skill set to train and implement digital solutions to see impactful results with faculty and students Self-starter with the ability to maximize time and generate high ROI by leveraging strong listening skills to understand and execute digital solutions Adaptable: Can navigate complex sales processes with multiple decision-makers Perseverance: Pursues everything with energy and drive, especially in the face of resistance or setbacks About Wiley: We are in one of the most dynamic periods in our history as technology, globalism and economic diversity create far-reaching changes in the world. As a learning business, Wiley makes meaningful contributions to research discovery and lifelong learning by helping organizations achieve their goals and people achieve success from education through their career. We may have been founded over two centuries ago, but our secret to success remains the same: change with the times and adapt to meet the ever-evolving needs of our customers. The company’s headquarters are located in Hoboken, New Jersey, with operations in the [website] Europe, Asia, Australia, and Canada. Wiley is an equal opportunity/affirmative action employer. We evaluate qualified applicants and treat all applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, or based on any individual’s status in any group or class protected by applicable federal, state or local laws. When applying, please attach your resume/CV to be considered. #LI-LP1 #LI-Remote California, USA Job Requisition: 46584 Time Type: Full Time
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Customer Success Manager

Job Details Level Experienced Position Type Full Time Education Level 4 Year Degree Job Category Other Company Overview: At Nearpod, we believe teaching is the most important job in the world. Every day, we reach students through our learning platforms on Nearpod.com and [website] We have diverse backgrounds, but a shared goal of putting teachers and students first in everything that we do. We’re backed by leading Edtech investors, and have won numerous awards including Edtech Digest’s 2018 Company of the Year. We’re looking for people with a lot of hustle, a lot of empathy, and a desire to do something meaningful. We've adopted a remote-first culture. Our diverse team is based across the US with many working out of our office headquarters in Fort Lauderdale, Florida. Location: Remote Territory: Chicago Public Schools Position Overview: We believe that Customer Success is all about understanding your school customers’ desired outcomes and working with them to ensure they experience the most value possible along the way. As a Customer Success Manager (CSM) at Nearpod, you are a part of the teacher and administrator journey through onboarding, nurturing, and renewal. The goal is to not only retain your customers, but to ensure that they have an exceptional experience with our platform that drives successful student learning outcomes. We are looking for you to be an expert multi-tasker and manage a high volume of customer relationships with quality. The ideal candidate prioritizes effectively and constantly seeks new ways to meet and exceed customer expectations. Our Ideal Candidate Will: Manage hundreds of relationships with school administrators and teachers to ensure that they are achieving their desired outcomes Maximize subscription renewals to exceed retention goals for the customers entrusted to your care Proactively call and email customers who have are unresponsive and/or not fully utilizing our products Discover opportunities with existing customers and work with teammates in Sales to drive opportunities Design, implement, and improve processes to manage relationships with customers at scale Continuously self-educate about Nearpod’s products and solutions and the K-12 competitive landscape Required Skills and Experience: Previous Customer Success/Account Management experience in a SaaS organization preferred Able to operate in a highly efficient manner by multitasking in a fast-paced environment Excellent planning, organizational and prioritization skills Exceptional technical skills; likes learning new software and techniques Conveys complicated information in written and verbal communication that is simple, clear, concise, professional, and friendly. Bachelor’s degree in Education, Business, or other related fields Employment Requirements: Must be authorized to work in the [website] without restrictions We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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.

Frequently asked questions about Customer Success Managers

 

What is the difference between a Customer Success Manager and an Account Manager?

The difference between a Customer Success Manager and an Account Manager is that they have different motives when interacting with customers and use other metrics to measure their effectiveness. For example, a Customer Success Manager contacts customers to see how they use their products or services and whether or not they need help to maximize the use of products or services in their personal or professional life. They typically use metrics like churn rate, customer retention cost (CRC) and expansion percentage to determine the number of customers they retain by helping them and maintain professional relationships with them.

In contrast, Account Managers contact potential and existing customers to tell them about new products or services and persuade them to purchase additional products. They may also contact customers to ensure they renew their contract with the company, thus securing company revenue. Account Managers typically use sales metrics like sales quotas or lead conversion rates to gauge their success.

 

What are the daily duties of a Customer Success Manager?

On a typical day, a Customer Success Manager starts by checking their email and voicemail to review any missed messages and respond to time-sensitive requests from customers or employees. Throughout the day, they talk with customers over-the-phone or in-person to ask questions about their experience with the company’s products or services. They also use this time to give customers advice about purchased products and provide them with information about new product launches. 

They participate in meetings with upper management and the customer service department to review customer retention data and implement new strategies for engaging with customers in an impactful way.

 

What qualities make a good Customer Success Manager?

A good Customer Success Manager has a natural ability to lead, which enables them to oversee the daily operations of the customer service department. They have excellent interpersonal communication and know how to adjust their communication to speak with upper management, clients or customers and lower-level company employees. Further, a good Customer Success Manager has a personable nature that allows them to connect with new, existing and potential customers to help them navigate products or services and make them feel valued.

 

Who does a Customer Success Manager report to?

A Customer Success Manager typically reports to the Business Development Director to receive potential business leads and implement customer service procedures among members of their department. A Customer Service Manager may also report directly to the Chief Operating Officer (COO) or the Chief Executive Officer (CEO).

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