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Customer Success Manager Job Ad Template

Spot the difference

Writing a great job ad that attracts the right talent is a skill on its own. Let alone if you’re writing one for a position that you’re not that familiar with yourself. For example, do you know the exact difference between a Customer Success Manager, a Customer Support Specialist, and a Relationship Manager? And what about Receptionists or IT Helpdesk Technicians? By knowing more about the role you’re creating a job ad for you have a better chance of attracting the best talent for your job.

In short, a Customer Success Manager helps customers get the most out of their product, a Customer Support Specialist supports them as they use the product, and the Relationship Manager maintains strong relations with them. An IT Helpdesk Technician fixes their technical issues and the Receptionist meets and greets them.

  • A Customer Success Manager helps a customer make the most of the product or service the Customer Success Manager’s company offers.
  • The Customer Support Specialist, by contrast, has a more supportive rather than proactive role. The Customer Support Specialist shows the customer how the product or service works and assists with any further questions or issues related to the product or service.
  • The Relationship Manager is not just tasked with building strong relationships with customers. They aim to help retain existing customers and grow their accounts (through up- and cross-selling) as well as attract new customers for the business.
  • An IT Helpdesk Technician provides technical support for customers, generally via email or phone. They help customers solve technical issues through remote troubleshooting.
  • Receptionists are in charge of the reception area of the company. Welcoming visitors and answering the phone are their main tasks, but they often also take on office management and inventory-related tasks.

Job Ad Template

  • 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

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!
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!
  • 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?

Responsibilities

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.
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.
  • 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?

Requirements

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.
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.

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.

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