Customer Success Manager Job Description

A customer success manager (CSM) is an employee whose job it is to follow up, monitor, and advise customers on using a product or service.

CSMs work closely with customers to identify issues, resolve them, and report on progress.

CSMs often provide assistance to customers through email, phone, and chat.

Customer success managers are typically employed by technology companies, such as software or telecommunications companies, where their job is to sell, provide, and advise their customers on how to use their products.

Customer success managers are often responsible for retaining existing customers, cross-selling additional products and services, and upselling existing customers to higher-priced products and services

Job Brief:

We’re looking for a Customer Success Manager who can help us improve customer satisfaction and grow our business. The ideal candidate will have experience in customer service, sales, or another customer-facing role. They will be responsible for managing customer relationships, developing strategies to improve customer satisfaction, and working with other teams to resolve customer issues. If you are a motivated individual with excellent communication and customer service skills, we want to hear from you!

Customer Success Manager Duties:

• Maintain, foster, and strengthen customer relationships by promoting positive customer experiences
• Identify, anticipate, and respond to customer needs
• Provide a customer-focused approach
• Be extremely responsive to customer needs
• Recognize customer concerns and effectively communicate solutions
• Work closely with other departments to ensure excellent service
• Examine operational needs, resolve problems, and troubleshoot
• Create proactive action plans to address issues
• Increase customer satisfaction

Customer Success Manager Responsibilities:

• Manage customer relationships; maintain consistent, predictable performance
• Ensure customers are happy with the product/service/experience; drive continuous product/service innovation
• Provide strategic, consultative, and hands-on support
• Oversee product release planning; coordinate, test, and deploy new features; report on metrics and product metrics
• Manage customer success team, including hiring, onboarding, and firing
• Maintain and improve product roadmap
• Engage in special projects, events and campaigns
• Collaborate with marketing team to share feedback, create promotion materials, and more
• Manage customer feedback and postmortems
• Manage and support SaaS billing and payments
• Improve customer-facing documentation, FAQ, support, and training materials
• Develop and forecast quarterly product release plans
• Lead customer segmentation, segmentation strategy, and targeted sales

Requirements And Skills:

• Bachelor’s degree or equivalent in Business or Marketing, or equivalent experience
• 2+ years of customer success management experience
• Knowledge of best practices for customer onboarding, account maintenance, and upsells
• Excellent communication, presentation, and organization skills
• Strong analytical skills

We at [Company Name] are proud to be an Equal Opportunity Employer. We believe that diversity and inclusion are essential to building a strong, successful team. We encourage applications from people of all races, religions, national origins, genders, and ages, as well as veterans and individuals with disabilities.