If you’re interested in hiring a Customer Success Manager then we’re going to take a closer look at the responsibilities they have and what qualifications and skills are required. You can then use this job description template to help you hire your next customer success professional.

Customer Success Manager Job Description

As Customer Success Manager, your main responsibility is to ensure our customers’ success. Day to day you’ll be responsible for everything from onboarding to renewals.

Responsibilities of the Customer Success Manager

Customer Engagement:

  • Foster strong customer relationships through proactive communication and regular check-ins.
  • Collaborate with customers to understand their needs and objectives, ensuring a deep understanding of their business goals.

Account Management:

  • Manage and grow a portfolio of B2B tech company accounts with an annual ARR of £3m, serving as the main point of contact.
  • Develop and execute account plans that outline strategies for customer success and growth.

Product Knowledge:

  • Maintain an in-depth understanding of the company’s products and their application to effectively guide customers.
  • Provide product training and insights to customers to maximise their utilisation of the software or service.

Problem Resolution:

  • Identify and resolve customer issues and challenges promptly and effectively.
  • Act as a liaison between customers and internal teams to address technical or service-related problems.

Data Analysis:

  • Analyse customer data to measure product adoption and satisfaction levels.
  • Utilise data-driven insights to develop actionable recommendations for improving customer success and product performance.

Renewals and Upsells:

  • Monitor subscription renewals and work proactively to ensure high renewal rates.
  • Identify opportunities for upselling or cross-selling additional products or services to meet customer needs.

Customer Advocacy:

  • Cultivate customer advocates who can provide testimonials, case studies, and referrals.
  • Leverage satisfied customers to drive word-of-mouth marketing and brand loyalty.

Feedback Collection:

  • Collect customer feedback to gain insights into their experiences and expectations.
  • Use feedback to drive continuous improvement in product and service offerings by working closely with our product marketing and product management teams.

Reporting and Documentation:

  • Maintain accurate records of customer interactions, issues, and resolutions.
  • Generate regular reports on customer success metrics and share insights with relevant teams.

Strategy Development:

  • Collaborate with cross-functional teams to develop and implement customer success strategies aligned with company goals.
  • Continuously refine and adapt strategies to meet evolving customer needs and industry trends.

Customer Onboarding:

  • Lead the onboarding process for new customers, ensuring a smooth transition and effective product adoption.
  • Provide guidance and resources to help customers achieve early success.

Customer Training:

  • Develop and deliver training sessions and materials to educate customers on product features and best practices.
  • Empower customers to maximise the value of the company’s offerings.

Customer Retention:

  • Develop and execute retention strategies to minimise churn and promote long-term customer loyalty.
  • Proactively address potential issues that could impact customer satisfaction and retention.

Cross-functional Collaboration:

  • Work closely with sales, marketing, product development, and support teams to ensure a unified approach to customer success.
  • Share customer insights and feedback to influence product development and marketing strategies.

Customer Success Manager Requirements

  • Experience in Customer Success, Client Relationship, or Account Management roles within the technology and SaaS industry.
  • A proactive, solutions-oriented professional who prioritises client satisfaction as a central focus of their business approach.
  • Proficient in analysing and effectively presenting client data to customers.
  • A strong passion for identifying client challenges and devising intelligent solutions.
  • Previous experience working with enterprise-level clients in a SaaS model environment.

It would be great, if:

  • You’ve been responsible for a renewal target.
  • Your customers have had a combined ARR of £2m+.
  • Experience using Gainsight and Power BI.