Customer Success Job Description
Customer success
provides leadership in matching Cisco value to partner business priorities and customer outcomes thru the use of Quarterly Business Reviews.
Customer Success Duties & Responsibilities
To write an effective customer success job description, begin by listing detailed duties, responsibilities and expectations. We have included customer success job description templates that you can modify and use.
Sample responsibilities for this position include:
Works closely with product management and development to provide them direct customer feedback regarding level 2 issues new features to be added to the product roadmap
Collaborate with product teams to bring in-depth insights on real-world customer needs to craft the product roadmap
Provide feedback to Product Management on key features or product limitations that are inhibiting usage and growth
Produce quality decks on at least a quarterly basis to showcase customer growth, trends, and product/industry maturity
Partner with Account Executive and other counterparts to ensure seamless client care
Provide best practice recommendations
Work with accounts at risk and proactively manage accounts to be aware of any potential risk
Promote Blackboards vision and thought leadership
Proactive and impactful client communication planning
Create and analyze customer satisfaction results
Customer Success Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Success
List any licenses or certifications required by the position: ITIL, XP, OSX, DNS, RCA, CISSP, PMP, CCIE, CP, SCP
Education for Customer Success
Typically a job would require a certain level of education.
Employers hiring for the customer success job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Business, Education, Technical, Computer Science, Engineering, Science, Marketing, Management, Business/Management, Information Systems
Skills for Customer Success
Desired skills for customer success include:
Business processes
Business applications and automation
Capabilities
Specialization architectures and customer stories
Best use
Product
Pricing
Splunk platform and future products
Competition
Linux
Desired experience for customer success includes:
Generate attendance and participate in client retention programs such as user events and conferences
Expert knowledge of documentation tools (MS Office suite)
Ability to serve as a trusted advisor to senior executives within a client company
Ability to scope consulting services and write SOWs, including work breakdown structures and effort estimates
Experience within a high technology consulting services or from a multinational organization combined with deep domain/market expertise in of manufacturing, engineering, construction, facilities management, modelling, simulation, training, and/or building information modelling
OR several years senior management experience within a manufacturing/engineering company
Customer Success Examples
1
Customer Success Job Description
Job Description Example
Our innovative and growing company is looking for a customer success. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer success
- Coach customers to be product experts and train their teams on Concord best practices so they become increasingly self-sufficient
- Lead customer implementations using DocuSign best-practices and use product knowledge and insights to inform customers’ deployment plans
- Lead web-based new product on-boarding training sessions for enterprise clients
- Serve as the voice of the customer and provide internal feedback to Product, Content and other teams on how we can better serve our customers
- Develop a trusted adviser relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they leverage the solution to achieve full business value
- Answer product and service questions
- Conduct virtual meetings according to Customer Success methodology to drive results, product adoption and ensure retention
- To develop strong and lasting business relationships with assigned clients at all levels within the organization
- Actively managing the customer relationship and the lifetime value of clients across a large and diverse assigned customer base
- The VP has direct responsibility for identifying revenue protection and expansion opportunities and providing ongoing account management for existing customers
Qualifications for customer success
- Work very closely with stakeholders and the development team to Coordinate, Plan and Schedule operational and system upgrades/migrations
- Work with Professional Services, IT, Ops and Finance teams to ensure customer requirements are being met according to Contracts/MOU
- Understands industry usage of cookies, tagging, tag strategy, and optimization
- People Person” – enjoys interacting and connecting with people
- No significant out of-town-travel required
- 2-3 years of leadership experience in a contact center environment
2
Customer Success Job Description
Job Description Example
Our company is growing rapidly and is hiring for a customer success. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer success
- Expert product knowledge on the CAO messaging platform
- Responsible for updating and informing customers of new and available product features
- The VP has indirect responsibility to expand revenue from cross-sell and up-sell through a lead generation process leveraging insights from the account monitoring
- Account segmentation & customer lifecycle management including
- Implement and manage a consistent approach for major account planning and relationship management
- Work to inspire customer success across ACI by establishing a customer success story
- Establish thriving DocuSign programs for customers with cross-company usage and benefits
- Quantify and present program success metrics to customer executive sponsors and leadership
- Collaborate with and coordinate the efforts of DocuSign staff from various teams that engage with your customers
- Drive complete and successful Life Cycle Management with Go Live, Renewal, Expansion and Customer Advocacy
Qualifications for customer success
- Experience with recurring revenue business models, commercial and contractual term-based software license agreements, account planning and management process and payments as applicable to banking and financial intermediaries
- 3 - 5 years in a consulting, professional services or similar customer-facing role
- Experience with a consulting firm, software vendor or SaaS company
- 5 years’ experience Leading Sales or Consulting Teams
- Experience in Consulting and ROI analysis
- Experience in successfully leading strategic initiatives, process enhancements or development projects to completion, reporting project status and outcomes
3
Customer Success Job Description
Job Description Example
Our company is growing rapidly and is hiring for a customer success. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer success
- Develop, implement and accomplish short, medium and long-term vision for Customer Success in the region through business leadership
- Improve internal processes and systems to achieve operational performance that meets or exceeds goals
- Build customer and external partner relationships to ensure high service delivery
- Provide input into the CSM methodology and direction and act as a mentor to newer CSMs on a voluntary basis
- Align with the SaaS Implementation Success and Renewals leadership to ensure excellence in execution and the achievement of regional renewals and expansion targets
- Contribute to the strategic direction of the Customer Success team through leading and participating in internal management initiatives, also at a global level
- Must be able to consistently meet team goals for churn specific corporate team initiatives
- Be the point of contact for customer accounts while mentoring customer success specialists
- Attend and setup regular meeting with assigned accounts
- Resolve or coordinate the resolution of customer issues during onboarding, and document the results in the knowledge base in accordance with documented guidelines
Qualifications for customer success
- Demonstrated expertise in uncovering and documenting customer requirements and issues, performing business process analysis, writing SOWs, scoping work, and selling service-based solutions
- Strong understanding of customer service processes from the customer, agent and business perspectives
- Flexible and able to thrive in a fast-paced, high-pressure and fluid environment
- Experience building and optimizing SOPs
- Ability to provide 24X7 team member support as needed
- Resourcefulness and ability to partner effectively with various business units, departments and organizations
4
Customer Success Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of customer success. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer success
- Assist in product training and orientation for new Sales staff
- As a member of project teams, assist in the completion of product launch and tender documentation
- Provide marketing knowledge use case development and assist with presentation decks
- Develop the customer relationship with constant communication via operational reviews
- You will work alongside with Portfolio Success Manager across the CSG team
- You will build up your consulting skills and work on real life customer and internal projects
- You will work on cross-functional business projects with other regional teams
- You will learn to solve business problems and add business value
- You will have opportunities to learn from key executives in the organisation
- You will participate in extensive training and mentoring
Qualifications for customer success
- Minimum 3-5 years of account management or success management experience in a technology environment
- Minimum 3 years’ experience managing or contributing to a customer success model
- Ability to deal with situations where information is difficult to obtain, complex or ambiguous
- Strong team player individual contributor
- Ability to work flexible hours for west coast account coverage
- Must be able to manage and coordinate escalated situations
5
Customer Success Job Description
Job Description Example
Our company is growing rapidly and is looking for a customer success. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer success
- Work directly with the appropriate services and product teams to leverage their domain and technical expertise to provide training and operational knowledge to Customers
- Maintain the day to day relationships with our clients, ensuring satisfaction while maximizing revenue opportunities through awareness of product offerings
- Acts as interface among NAMs, Field Consultants, and service organization in tracking down and resolving status of open client issues
- Engage with Customers post-sale to drive user adoption and satisfaction, ensuring high Customer retention
- Forge highly effective customer partnerships and establish a trusted advisor/strategic partner relationship with target accounts
- Work with targeted Customers to develop an individual Customer Success plan including establishing critical goals and key performance indicators
- Be the go-to resource to ensure our clients have the best possible experience with our platform and our teams
- Ensure Customers achieve their adoption and success targets
- Collaborate with Sales team on account strategies and help to identify up-sell opportunities
- Collaborate for operational improvement and ensure efficiencies and/or improvements are identified and implemented
Qualifications for customer success
- Develop and deliver both oral and written communications on key findings, conclusions, and recommendations that are tailored to the appropriate audience
- Action-orientated with the ability to meet deadlines and turnaround requests in short order
- Account management or related experience caring for and advising customers or clients
- Familiarity with CSS, HTML, JSON
- Familiarity with SaaS architecture, hybrid systems and integration methodologies
- Experience working with API’s, Java, C# or other development languages a plus