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Customer Success Manager job description

Use this Customer Service Manager job description template to advertise open roles for your company. Be sure to modify requirements and duties based on the unique needs of the role you’re hiring for.

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Job brief

We are seeking a Customer Success Manager to provide superior service and a great customer experience to our users. The role will interact extensively with clients, being their primary point of contact for any concerns regarding the product, support, or billing.

Responsibilities

Guide customers through our software, with a focus on tools and features, as well as on industry trends.
Spot opportunities with existing customers, take part in account reviews, and deliver product demonstrations.
Cooperate with sales on account strategies to identify new opportunities that will help the company exceed its goals.
Establish and maintain customer relationships.
Establish customer service policies and practices.
Provide high-level technical and product support.
Supervise and develop customer success teams.
Responsible for converting trials into subscriptions by encouraging product usage.
Follow-up on new leads generated by customer advocacy and referrals.
Maximize retention by assisting clients to integrate our products into their processes.
Share insights and feedback to developers and the product team.
Collaborate with various stakeholders to resolve client issues.
Conduct market research, participate in marketing and promotional events and other projects as required.
Drive customer retention by staying ahead of customer needs and offering new insights, strategies, and functionalities.
Spur customer account growth through your keep knowledge of the product/service and the customer’s needs by making logical expansion recommendations.
Encourage advocacy from your customers by helping them achieve successful results and by developing trusted, long-term relationships with them.

Requirements

Bachelor’s degree in business or related field
3+ years of experience in customer service or sales
Strong sense of customer and attention to detail
Creative thinker, strategic and proactive
Collaborative approach to project management and problem-solving
Able to build long-term relationships with clients
Knowledge of best practices in customer service and retention
Proficient with applicable software applications
Strong written and verbal communication
Strong aptitude for technical software products

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