Customer Success Manager Job Description
Customer success manager
provides data-driven insights and metrics to the Splunk business group to advise business decisions, CSM capacity planning, consistent execution of activities and continued expansion strategy.
Customer Success Manager Duties & Responsibilities
To write an effective customer success manager job description, begin by listing detailed duties, responsibilities and expectations. We have included customer success manager job description templates that you can modify and use.
Sample responsibilities for this position include:
You will strategically expand our revenue in accounts through cross-sell and up-sell
You will influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
You will drive new business growth through greater advocacy and referenceability
Optimize, track and analyse performance
Manage the delivery of our software and analytics products to customers, including project timeline and roadmap
Will be responsible for development, planning and selling of focused accounts
Grow and maintain a robust sales funnel
Develop and close new add-on sales to our existing customer base
Develop success plans for customers that outline their critical success factors, metrics for success, and potential issues
Assist sales representatives with ongoing efforts to manage existing customer relationships and respond to non-sales inquiries
Customer Success Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Success Manager
List any licenses or certifications required by the position: ITIL, CISSP, RCA, XP, OSX, DNS, TIA, PMP, CCIE, PROSCI
Education for Customer Success Manager
Typically a job would require a certain level of education.
Employers hiring for the customer success manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Business, Education, Computer Science, Technical, Engineering, MBA, Finance, Science, Technology, Information Technology
Skills for Customer Success Manager
Desired skills for customer success manager include:
Business processes
Business applications and automation
Capabilities
Splunk platform and future products
Best use
Programmatic marketplace to influence advertising strategy and execution towards “programmatic-first”
Industry type this CSM position is for
Network topologies and devices
Database concepts and SQL
Salesforce.com product and platform features
Desired experience for customer success manager includes:
Ability to use and execute a formal Goal and Objective type of methodology to direct activities and projects
10+ years professional services/consulting, sales, technical sales, or business development experience, preferably for an oil and gas company or a high technology/software company that services the oil and gas industry
Proven track record as a Program Manager and customer’s primary point-of-contact throughout a long-term services engagement for Super Majors and Oil and Gas Companies
Demonstrated ability to develop and manage strategic customer relationships involving diverse parties and personalities ranging from C-levels to individual contributors
Demonstrated expertise in uncovering and documenting customer requirements and issues, performing business process re-engineering, and proposing solutions
Ability to lead and facilitate a meeting that has clear objectives and resulted in a specific decision and well-defined action plan
Customer Success Manager Examples
1
Customer Success Manager Job Description
Job Description Example
Our company is growing rapidly and is hiring for a customer success manager. 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 manager
- Review customer’s current usage of NetSuite to determine if challenges are the result of functionality gaps, implementation/customization gaps or training gaps
- Collaborates with the consulting and support services teams from proposal through delivery, including identifying and ensuring delivery and adoption risks are managed
- Accountable for post-sale account management and drives account growth strategy with wider account team members (Sales, Delivery, ISM, PDG)
- Experience and/or understanding of the Media & Entertainment industry
- Understanding of value drivers in recurring revenue business models
- Financial acumen including analytical and process-oriented mindset
- Serve as a manager, mentor, knowledge resource, and escalation point of contact
- Prepare accurate recognized revenue forecasts and sales cycle reporting via Salesforce.com
- Troubleshoot customer systems and business issues, providing recommendations for solution
- Proactively drive revenue growth within a large set of paying customers in the mid market sector
Qualifications for customer success manager
- Ability to travel up to 50% across Europe
- Ability to travel up to 50% across The Middle east & Europe
- Proven ability to collaborate and build strong relationships with senior level executives across corporate functions within the customer from large, global organizations, experience successfully collaborating and managing by influence (of non-reporting groups/individuals) for internal stakeholders
- 5+ years relevant work experience, with 2+ years of experience in SaaS customer success preferred
- Facilitation and presentation skills for both local and remote presentations and training
- Proven track record of customer success in a dynamic, start-up environment
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Customer Success Manager Job Description
Job Description Example
Our growing company is looking to fill the role of customer success manager. 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 manager
- Minimum 5+ years in leading customer-facing organizations
- French native language or fluent, English mandatory, other languages are welcome
- Understand customer’s business strategies and apply the proven Customer Success methodology to lead them through all phases of the implementation journey, with a focus on adoption and customer outcomes
- 5-7+ years of relevant experience leading customer-facing organizations
- Develop and execute strategies to help clients maximize value from Tracker
- Acts as a role model and leader within the sales organization
- Serve as a primary point of contact throughout the customer lifecycle
- Serve as liaison within company to ensure customer needs are met
- Identify, prioritize and resolve customer issues/concerns
- Facilitate post-implementation analysis discussions with the customer to understand and document “lessons learned” and any functionality issues encountered by the customer during the implementation
Qualifications for customer success manager
- You have 4 - 5 years of account management experience from a high tech company-ideally with Marketing Automation, CRM or related applications
- Must have experience selling On-Demand, SaaS (Software as a Service) solution or subscription based product to a diverse customer base
- BA/BS degree and 3+ years of sales experience focused on growing existing business or new business
- Large account management or project management experience
- Network Security background preferred
- Create new business opportunities through in-depth conversations and relationship building
3
Customer Success Manager Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of customer success manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer success manager
- Maintains effective communication with customers, sales executives and other sales support team members
- Drives outbound care campaigns and more complex customer engagements
- Applies in-depth understanding of internal tools for documentation and reporting requirements
- Engages and leads projects related to customers internal process improvements
- Conducts product-specific training classes for fellow Customer Success team members
- Participates in Beta testing of both new and existing products
- Conducts phones calls, write emails, follows up on survey responses, and analyzes survey data to ensure customer success
- Work closely with sales account managers to help communicate the value of the services provided
- Accelerate adoption of new solutions by helping prioritize projects and support activities that deliver the best ROI within the shortest timeframe
- Establish measurable criteria for success and assists in building organizational alignment
Qualifications for customer success manager
- Ability to quickly understand client business structures and needs and articulate and demonstrate what is required for a successful implementation of customer expectations
- Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) and the ability to produce professional presentations, reports and analysis for management
- Experience with CRM systems (SalesForce.com and NetSuite a plus)
- BA/BS degree at top tier university
- Ability to effectively manage large project with a high level of complexity to ensure timely completion of deliverables and revenue recognition
- Efficient multitasking and prioritization skills and must be self-organized and motivated with the ability to work independently
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Customer Success Manager Job Description
Job Description Example
Our innovative and growing company is looking for a customer success manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer success manager
- Assist the sales and AS organisations with services pre-sales
- Assist the support renewals team
- Assist the wider Customer Success team as required across all theatres
- English speaking, ideally with a second language
- Strong network security background (ASA / ISE / IOS / Nexus / Catalyst skills useful)
- May have, or be working towards Security CCIE / CISSP certification
- Ability to work independently across multiple time zones
- Proactively identify and prioritize accounts to focus efforts within a defined territory as based on perceived risk, potential growth, strategic value, and renewal timeframe
- Conduct business discovery and execute a strategic success plan with each customer based on strategic priorities, success metrics, potential issues and how the Health Language solutions fit within daily workflow
- Identify up sell opportunities and professional service add-ons to existing client base
Qualifications for customer success manager
- Experience of successfully building senior level business relationships and facilitating conversations at all levels, including the C-suite
- Relevant business experience demonstrating a commercial mind-set and an understanding of selling moments
- Relevant industry experience working B2B and familiar with the typical challenges faced by premier clients in leading change and implementing new initiatives
- Ability to work in a dynamic, team environment with revenue deadlines
- Fluency in Dutch, Arabic, Swedish, Finnish, Russian or Polish is a plus (not required)
- Diverse industry and Accounting experience, with specific expertise in Revenue Recognition managing the finances behind subscription services and various methods of professional services billing
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Customer Success Manager Job Description
Job Description Example
Our company is looking for a customer success manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer success manager
- Communicating new software features, services and release highlights to customers
- Working within our company to help ensure customer success
- Monitor customer-related activities
- Build active and meaningful relationships with customers, working closely with other MDB stakeholders while strategizing on accounts across different industries
- Lead new customer and project onboarding meetings validating and identifying customer needs, potential challenges, and key project timelines
- Identify and mitigate the risk of churn
- Develop and maintain relationships with IT decision makers and administrators at key digital accounts in assigned accounts
- Maintain up to date knowledge of all systems, policies and procedures on campuses that can and could affect successful implementation of digital products
- Partner with Learning Consultants in digital learning solution sales by participating as needed in large adoption sales discussions and demonstrating depth of Cengage digital solutions support
- Proactively engage with existing customers to drive retention of large digital adoptions
Qualifications for customer success manager
- Support and guide customers to maximize supplies yields by leveraging best practices, training, setting goals, rewarding
- 2+ years of customer/client facing service
- Experience working with clients in the technology or SaaS industry
- Experience using CRM such as Salesforce.com and Microsoft Office and/or G-Suite
- Understanding of basic sales concepts to support internal sales efforts
- Flexibility to adapt with the demands of the business