Customer Success Manager Job Description
The discipline of Customer Success is growing rapidly but there’s still some confusion about what to look for when hiring a Customer Success Manager. We’ve covered what skill sets make for a great Customer Success Manager but this post will cover what to include in your Customer Success job description.
There is usually lots of debate around the requirements of a Customer Success Manager’s technical ability. Simply put, the level of technical expertise required will depend on your product. If your product is highly complex like an ERP system, you’re going to want domain expertise coupled with strong technical aptitude. Lower-complexity products mean a bit more leeway with technical knowhow. Regardless, the successful Customer Success Manager will need to clearly demonstrate his/her ability to quickly learn and understand new software.
The best potential employees are the ones who aren’t actively looking for work, so don’t forget to sell your company in the Customer Success Manager job description. Do you have amazing clients or world-class technology? Be sure to tout that.
Below, you’ll find a template you can use for your Customer Success Manager job description. Add and subtract the parts that fit the specifics of your organization.
Customer Success Manager Job Description
Description
Real Customer Success comes from the heart. You have the best customer management and business consultancy skills around. You’re passionate about engaging your customers and expanding their use cases. You have impeccable relational skills and can create win/win environments for all parties that you work with. If this is you, there are a lot of people who are adopting our product and we would love your help in taking care of our customers!
Responsibilities
- Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction.
- Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
- Develop, prepare, and nurture customers for advocacy.
- Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
- Work to identify and/or develop upsell opportunities.
- Advocate customer needs/issues cross-departmentally.
- Program manage account escalations.
Qualifications
- Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
- Proven ability to drive continuous value of our product(s).
- Familiarity working with clients of all sizes .
- Impeccable written and verbal communication skills.
- Detail oriented and analytical.
- Strong team player but still a self-starter.
- Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
Requirements
- 3+ years of relevant experience.
- Experience with Salesforce or other Force.com platforms.
- Proficient in Office software..
- Prior experience in closing sales deals at the executive level a plus.
- You’re driven: No one needs to push you to excel; it’s just who you are.
- Eager to learn, adapt and perfect your work; you seek out help and put it to good use.
- You want to help and serve our customers: They win, so you win.
