Manager, Customer Success Job Description

Manager, Customer Success Job Description

157 votes for Manager, Customer Success
Manager, customer success provides and delivers tailored solutions to platforms such as laptop / desktop / tablet, Windows, Mobile Device, Microsoft, Mac, Browser, JAVA, Citrix, etc.

Manager, Customer Success Duties & Responsibilities

To write an effective manager, customer success job description, begin by listing detailed duties, responsibilities and expectations. We have included manager, customer success job description templates that you can modify and use.

Sample responsibilities for this position include:

Plan, direct and schedule activities on behalf of the client
Develop and maintain close relationships with senior (C level) management across customer
Assist Account Executives and Consulting Managers in creating strategic account plans, maintaining customer relationships, and qualifying opportunities
Contribute to the development of consulting Proposals, RFP Responses, Task Orders, and Statements of Work
You will develop a trusted advisor relationship with customers such that all activities are closely aligned with the client’s business case and business strategy
You will establish and oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investment
You will foster a sense of urgency, professionalism and execution that establishes a new level of expected customer service performance
You will be an advocate for client feature requests and work cross functionally with our Product, QA and Data team to help move projects forward
You will drive increased engagement for new and existing customers
You will strategize and identify how the team can increase renewal rates and keep our churn rate near zero

Manager, Customer Success Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Manager, Customer Success

List any licenses or certifications required by the position: ITIL, CISSP, RCA, XP, OSX, DNS, TIA, PMP, CCIE, PROSCI

Education for Manager, Customer Success

Typically a job would require a certain level of education.

Employers hiring for the manager, customer success 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 Manager, Customer Success

Desired skills for manager, customer success include:

Comparable solutions
Zendesk product
MS Office
Mobile platforms
Internet security concepts
Microsoft certification

Desired experience for manager, customer success includes:

Excellent problem solving, facilitating and negotiating skills
Ability to travel between 50 to 60%
4-year degree from an accredited institution in Engineering, Business, Marketing, or equivalent experience
Experience within a high technology consulting services company or from a multinational organization combined with deep domain and market expertise in of architecture, engineering, construction, facilities management and Building Information Modelling (BIM)
Excellent oral and written communication skills and the ability to persuasively articulate services offerings
10+ years professional services/consulting experience preferred within Oil and Gas companies

Manager, Customer Success Examples


Manager, Customer Success Job Description

Job Description Example
Our company is looking to fill the role of manager, customer success. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for manager, customer success
  • Document known issues and solutions
  • Provide forecasts on likely future customer consumption
  • You handle a portfolio of customer accounts and advise on their journey to realising their program’s goals
  • Understand customers’ business challenges and industry trends to advise and help them achieve their objectives
  • Establish success plans that bring together the customer’s goals and next steps in the journey
  • Prepare content that educates customers on how to fully utilize the platform
  • Drive cross-functional initiatives that will improve the overall customer experience
  • Shape the model which can be applied to a large number of customers at the same time
  • Manage the customer education (sharing best practices, conducting webinars, defining and creating training videos) on new and existing features to drive adoption of your large and diverse CRM Custommer community
  • Advise customers on business process enhancements based on best practices, business knowledge, and visibility into current vs
Qualifications for manager, customer success
  • Understand, challenge and process valid service credit requests
  • Experience with Project Management and Account Management
  • Excellent demonstration of negotiation & presentation ability
  • Good understanding of P&L drivers in a managed services business
  • Ability to function effectively in a virtual team environment
  • Knowledge of media landscape and publisher's advertising revenue goals and strategy

Manager, Customer Success Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of manager, 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 manager, customer success
  • Monitor and supervise customer account support issues
  • Work closely with administrators to ensure effective and efficient onboarding of new customers and drive greater usage/adoption over time
  • Monitor customer usage throughout the customer lifecycle to not only identify and prioritize at-risk accounts but also run standardized plays to mitigate churn
  • Ensure client is achieving optimal result and ROI post implementation
  • Maintain a deep understanding of our solutions and content and educate customers about the most relevant features/functionality for their specific business needs
  • Support the resolution of delivery, implementation or technical issues
  • Support our Renewals team via proactive customer outreach leading up to renewal to identify risk and opportunity and book follow-up negotiation calls for renewal reps
  • Serve as the voice of the customer and provide internal feedback on how LinkedIn can better serve its client base
  • Work with customers to reduce and/or expedite technical-, billing- or purchase-related escalations and help facilitate proper ownership and resolutions
  • Ensure that issues are escalated appropriately to correct internal departments and management
Qualifications for manager, customer success
  • Every Ad
  • Networking/telecommunications design background preferred (BGP, switching designs)
  • Previous SaaS experience strongly desired
  • A high degree of self-confidence and solid interpersonal skills are required to succeed in this role
  • Responsible for training customer on product and services educating the customer on all available services within our Training Department
  • Proven ability to deliver a high degree of customer satisfaction through the effective implementation of services, successful in scoping additional services opportunities through effective base penetration and client growth

Manager, Customer Success Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of manager, customer success. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for manager, customer success
  • Single point of contact for customer relationship
  • Consistent check‑ins with the customer to review account in depth using data tools from company based products Create and maintain Customer Value Proposition e for both customer and CAO by providing consistent data from their account and suggest changes as needed
  • Educate clients on the value they can generate from their current subscription to LinkedIn Sales Navigator via a thorough on-boarding process that includes training, consulting and regular communication about product features in addition to providing regular metrics reviews
  • Encourage clients to utilize appropriate LinkedIn resources (i.e., community, forums, training, Professional Services engagements, user conferences, workshops, etc) to increase their utilization of LinkedIn Sales Navigator and other features on the LinkedIn platform used for social selling
  • Monitor usage, proactively contact clients upon low usage and deliver coaching/training to improve their utilization
  • Deliver group and individual user informational and training sessions about LinkedIn Sales Navigator features, industry benchmarking and best practices
  • Utilize LinkedIn, client and other data to derive insights and use these to drive greater client engagement
  • Become a client partner in maximizing the benefits of their investment with LinkedIn Sales Navigator
  • Develops customer relationships and manages assigned accounts to result in continued revenue generation and high levels of customer satisfaction
  • Owns closed-loop process for more difficult outbound conversations, including NPS and tNPS
Qualifications for manager, customer success
  • Consistent and documented track record for achieving monthly/quarterly/annual target metrics
  • Ability to work in a fast paced, team environment with revenue deadlines
  • Minimum 5 years of leadership experience managing teams up to 10 people
  • Capable of interfacing well at all levels within a company and a client base
  • Intelligent and exhibits high degree of integrity
  • Technical background with proven knowledge of SaaS applications, software configuration, and client server technologies

Manager, Customer Success Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of manager, customer success. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for manager, customer success
  • Maintain effective communication with customers, sales executives and other services and support team members
  • Drive tangible business value for our customers by ensuring they clearly define a success plan with specific business outcomes, objectives, stakeholders, milestones, risks and success metrics required to achieve them
  • Becomes a trusted advisor through identifying, creating, and promoting compelling insights related to area of expertise
  • Collaborates with consulting and support services teams from proposal through delivery, including identifying and ensuring delivery and adoption risks are identified and managed
  • Develops and maintains close relationships with key management sponsors within a select group of named accounts (from key users to CXO)
  • Drive overall post-sales relationship with assigned accounts
  • Oversee post-sales customer lifecycle activities including training, professional services, technical support, renewals, expansion, and advocacy
  • Manage post sales activity in strategic accounts
  • Manage the onboarding of new customers
  • Manage support escalations
Qualifications for manager, customer success
  • Strong organizational skills with the ability to effectively manage all activities, projects, requests, documentation, timelines
  • Experience working in a post-sales Customers management role
  • Professionalism and confidence to work closely with, and advise, senior executives
  • Excellent problem solver, ability to work cross-functionally to deliver results
  • Ability to work both independently and collaboratively, think creatively and take on challenges, and proactively solve problems to successfully deliver projects
  • Proven track record in a client-facing role, driving client engagement, handling difficult situations and challenges, and delivering exceptional client service , within a professional services organization (5-8years)

Manager, Customer Success Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of manager, customer success. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for manager, customer success
  • Lead the customer relationship by managing internal resources/teams to ensure successful execution to the strategic roadmap
  • Closely monitor adoption rates of assigned accounts develop and execute a strategy to increase adoption and engagement to improve a customer’s ROI on the applications
  • Secure strong, referenceable, relationships that are wide and deep within assigned customer base
  • Develop a complete understanding of the Health Language products and working knowledge of complementary products and services
  • Gather and create best practices for implementing and using our products to be disseminated to customers through content, conversations and presentations
  • Maintain up to date information in our Customer Relationship Management (CRM) system for assigned customer base
  • Maintain reference information for assigned accounts
  • Building and maintaining relationships with nonprofit customers – both proactively and reactively
  • Providing strategic analysis and advice of software utilization
  • Managing customer projects and initiatives with other departments
Qualifications for manager, customer success
  • Experience in project management balancing the needs of multiple stakeholders and working to tight timelines with resource constraints (3-5years)
  • Excellent communication skills and social perceptiveness
  • Excellent presentation and negotiation skills – up to the executive level
  • Proven organizational management skills
  • Technical aptitude to learn telecom, reporting, and our software technologies
  • 3+ years of customer facing experience as a Customer Success Manager in B2B SaaS targeting mid-market sector

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