Customer Success Manager Job Description

A Customer Success Manager is responsible for developing customer relationships that promote
retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the
services they receive and to improve upon areas of dissatisfaction. Customer success departments are
relatively new and are used mainly in technical companies, specifically in software. Customer Success
Managers often provide technical support to customers with the goal to keep customers satisfied with
the business’s products.

Customer Success Managers may supervise customer success staff and report to a general manager or
business manager, making them middle-management level officers. The Bureau of Labor Statistics does
not specifically report on the Customer Support industry, but a similar career, Computer Support
Specialists are expected to see a job growth rate of 12 percent through 2024. This will result in 88,800
new jobs during this period. Due to the similar nature of the jobs and the growing use of Customer
Success departments, Customer Success Managers can expect to see a job growth akin to this.

Customer Success Manager Duties and Responsibilities

A Customer Success Manager may have many duties and responsibilities. Although specific positions will
dictate a Customer Success Manager’s undertakings, there are several primary responsibilities common
to this occupation. A review of current job listings identified the following main tasks and
responsibilities.

Establish Customer Support Practices

Customer Success Managers are responsible for creating policies and procedures that optimize the
customer experience. Customer Success Managers may gather feedback from their customers, study
other customer success programs and analyze customer data to identify the best practices. The
Customer Success Manager must establish policies the entire staff can adhere to so all customers
receive the same quality of service.

Provide Technical and Product Support

Customer Success Managers must know the company’s products inside and out. They are often called
upon to provide technical support to customers or to provide training on their products. They may even
help customers plan and understand the best ways to utilize their software or products based on the
customer’s business needs or business plans. The Customer Success Manager is not focused on making
sales, rather on educating their customers on the flexibility and capabilities of their software so
customers are encouraged to continue using their services.
Supervise Employees

Some Customer Success Managers will find themselves supervising staff and performing basic human
resource tasks such as hiring and training staff. This may include reviewing applications, conducting
interviews, processing new hire paperwork, and providing on the job training or mentoring to new
employees. They may also conduct performance evaluations, handle disciplinary actions and process
payroll for their staff.

Customer Success Manager Skills

Customer Success Managers should possess fantastic interpersonal skills and be strong leaders. They
need to be highly organized and have experience directing others. They should also be excellent
communicators both orally and in writing. Employers look for candidates with all of these traits as well
as the traits listed here.

Core skills: Based on job listings we looked at, employers want Customer Success Managers with these
core skills. If you want to work as a Customer Success Manager, focus on the following.

Proficient in Microsoft Office Suite, specifically Excel and PowerPoint

Knowledge of customer service practices

Technical aptitude and ability to learn software programs

Experience supervising others

Advanced skills: While most employers did not require the following skills, multiple job listings included
them as preferred. Broaden your career options by adding these skills.

Knowledge of technologies such as, IT networking, internet technologies, web servers and XML

Experience with Customer Relationship Management (CRM) software such as, Salesforce

Bachelor’s degree in computer science or a related field