Customer Success Manager Job Description

Are you asking yourself, what is a Customer Success Manager (CSM)? Customer Success Managers help customers make the most of the product or service the company offers. Through proactive assistance and continuous support, the CSM improves customer satisfaction and promotes growth.

Scroll down for our free Customer Success Manager job ad template!

What is in a Customer Success Manager’s job description?

The role of the Customer Success Manager combines proactive customer support with a sales-driven mindset. The CSM, also called Client Success Manager, ensures customers get the most out of the product or service. Their goal is to drive customer satisfaction, retention and growth.

Essential parts of a Customer Success Manager’s job description:

Customer Success Managers are customer lifecycle experts
They collaborate with both external clients and internal stakeholders (especially Sales, Customer Support, and IT teams)
Although not tied to a specific industry they mainly work in business-to-business (B2B)
Their highly analytical, sales-driven approach ensures customer and business growth go hand in hand, maximising revenue for both parties

Interview questions available

Also see our Customer Success Manager interview questions

Customer Success Manager Job Description Example

Be clear in your description. Know the tasks of the role and ideally who the candidate should be.
This means you won’t need to read through too many CVs to find your superstar.
You might be tempted to use bullet points in this section, but resist the urge! Tell a story, show off all the cool things they would be responsible for, and get them excited to apply.
You should be more focused on your company culture and what your mission is, instead of their daily tasks.

About the role

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Deutsch

Are you a great analytical thinker and problem-solver who enjoys helping customers reach their full potential? Does building rapport with clients and colleagues come naturally to you? Are you technologically savvy with a passion for getting to know a product by heart? Then you might just be the talented Customer Success Manager we’ve been looking for!

In this role, your goal is to support customers by proactively helping them get the most out of our product. As the Customer Success Manager here at {Company_Name} you will have a lot of autonomy and responsibility from day one. Within a few weeks, you will be able to support and manage your first customers, growing the number and size of the clients in your portfolio as you progress.

You’ll play a vital role in customer retention and growth, which means you will really be able to make your mark on our business. Do you think you’re up for the challenge? Then don’t hesitate to apply for this position!

Du bist ein großartiger analytischer Denker und Problemlöser, dem es Spaß macht, Kunden bei der Ausschöpfung ihres Potenzials zu helfen? Beziehungen zu Kunden und Kollegen aufzubauen ist für dich eine Selbstverständlichkeit? Du bist technisch versiert und hast eine Leidenschaft dafür, ein Produkt in- und auswendig zu lernen? Dann könntest du genau der talentierte Customer Success Manager sein, den wir suchen!

Als Customer Success Manager (m/w/d) hier bei {Unternehmen_Name} erhältst du vom ersten Tag an ein hohes Maß an Autonomie und Verantwortung. Innerhalb weniger Wochen betreust und berätst du deine ersten eigenen Kunden, unterstützt sie proaktiv dabei, das Beste aus unserem Produkt herauszuholen. Als wichtiger Faktor für die Kundenbindung und das Kundenwachstum kannst du aktiv an der Entwicklung unseres Unternehmens mitwirken. Fühlst du dich der Herausforderung gewachsen? Bewirb dich jetzt und werde ein wichtiger Teil unserer Erfolgsgeschichte!

This section is all about your candidate's experience and responsibilities. You should outline very clearly what they should expect from the job role, not from the company itself.
You should use language that speaks to the candidate directly, use of “you”, “we” and “our” are all positives.
Hard skills in this section are important, but don’t overlook the significance of soft skills, like communication and being a team player, these can make a huge difference to the way people work alongside each other and gel professionally.
What do you believe in, and what are your core values?

Customer Success Manager Responsibilities

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Remember these are examples of Customer Success Manager responsibilities, not all of these will be relevant to your specific job ad. Please edit the text to match your company’s needs.

• Maintain great customer relationships with an ever-expanding portfolio of customers.
• Know our product inside and out and know how to transfer this knowledge to others.
• Provide technical support and advice to help customers get the best possible product experience.
• Analyse customer data to identify areas for growth and to improve the customer experience.
• Create new and optimise existing processes to improve client success and help maximise profit potential.
• Be an approachable and professional point of contact for our customers.
• Share your knowledge and learnings with the rest of the team to further improve product development and design.

Denken Sie daran, dass es sich hier um Beispiele für Aufgaben handelt, die nicht alle für Ihre spezifische Stellenanzeige relevant sind. Bitte passen Sie den Text an die Bedürfnisse Ihres Unternehmens an.

• Du pflegst gute Kundenbeziehungen zu einem ständig wachsenden Kundenstamm.
• Du kennst unser Produkt in- und auswendig, gibst dein Wissen an unsere Kunden weiter.
• Du bietest technischen Support und berätst unsere Kunden für die bestmögliche Produkterfahrung.
• Du analysierst Kundendaten, um Wachstumsbereiche zu identifizieren und das Kundenerlebnis stetig zu verbessern.
• Du entwickelst neue und optimierst bestehende Prozesse, um den Kundenerfolg zu verbessern und das Gewinnpotenzial zu maximieren.
• Du bist eine gut erreichbare und professionelle Anlaufstelle für unsere Kunden.
• Du teilst dein Wissen und deine Erfahrungen mit dem Rest des Teams, um die Produktentwicklung und das Design weiter zu verbessern.

This section is essential to finding the candidate with the skills and qualifications that will help them in their job role.
This should be clear and concise and set boundaries for submissions.
The more information you add to your skills section, the less candidates you’ll have to sift through to find the right one.
This would waste both your time and the potential candidate so avoid being wordy as much as possible. Think about what would be an essential part of this role, and what would the applicant need to be successful in the job?

Customer Success Manager Requirements

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Deutsch

Remember these are example requirements, not all of these will be relevant to your specific job ad. Please edit the text of this Customer Success Manager job description to match your company’s needs.

• Degree in the field of Communications, Marketing, or similar.
• Excellent communication skills and the ability to effectively build rapport • with new and existing customers.
• Great analytical and problem-solving skills to help customers achieve better results.
• Firm understanding of customer success processes and best practices.
• Customer-centric mindset.
• You’re proactive rather than reactive. You easily approach customers to solve problems they don’t even know they have yet.
• Highly structured and organised in your work.
• Thorough understanding of customers’ thoughts, concerns, and pain points when using the product and the ability to troubleshoot as and when required.

Denken Sie daran, dass es sich hierbei um Beispielanforderungen handelt, die möglicherweise nicht alle auf Ihre spezifische Stellenanzeige zutreffen. Bitte passen Sie den Text an die Bedürfnisse Ihres Unternehmens an.

• Du bringst ein abgeschlossenes Studium in den Bereichen Kommunikation, Marketing oder einem ähnlich gelagerten Fachgebiet mit.
• Du verfügst über hervorragende Kommunikationsfähigkeiten und bist in der Lage, effektiv Beziehungen zu neuen und bestehenden Kunden aufzubauen.
• Du zeichnest dich durch ausgeprägte analytische Fähigkeiten und Problemlösungskompetenz aus.
• Du bringst fundierte Kenntnisse über Kundenerfolgsprozesse und bewährte Verfahren mit.
• Du denkst und agierst kundenorientiert.
• Du arbeitest sehr strukturiert und organisiert und eher proaktiv als reaktiv.
• Es fällt dir leicht, auf Kunden zuzugehen, um Probleme zu lösen.

Need inspiration?

Your job description will not attract talent all on its own. So when putting together your job post, be sure to show what it's like working at your company not just textually but visually!

Remember, attracting a candidate is just as much about your company culture as the job role itself. Make sure to include points that make you seem desirable too!
Add photos that show off your office space, team events and your team having a great time.
Maybe you could include a video of some team members explaining why they love coming to work, or why they like their role.
Include a grid of attractive perks with some nice illustrations. Maybe you have unlimited holidays, or you have an attractive parental leave cover - show off!
Why not embed your company's Instagram feed to give a IRL overview of the day-to-day.