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

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Customer Success Manager Job Description Examples

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.

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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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