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This question is about customer success manager resumes.
What does a customer success manager do?
A customer success manager primarily focuses on building and fostering long-term customer relationships and maintaining customer loyalty. Sometimes this can mean helping ensure that customers achieve the goals they were looking for. From a business standpoint, it could also mean upselling existing customers to new features within the product.
Customer success managers are a unique hybrid role between customer service and sales. Their main goal is to provide support for customers as they transition from the sales pipeline (prospects) to the support pipeline (active users).
Common duties and responsibilities of a customer success manager include:
Onboarding new customers: this typically means educating the customer about the product's features and functionality, setting up specific goals that the customer wishes to complete within your product, and getting them set up with everything they need to be successful and complete those goals
Building relationships: the most important role they have is in building unbreakable relationships with their customer via good communication, a wealth of knowledge of the product, and a friendly face
Reduce churn: losing customers is never a good thing, which is why part of the role is focused on upsell opportunities, renewal dates, and reducing customer dropout
Upselling and cross-selling: upselling refers to the encouragement of the customer to purchase an additional feature or functionality, while cross-selling tends to refer to the encouragement of the customer to purchase a tandem product to improve the experience
Collect and analyze feedback: use surveys, announcements, or regularly scheduled check-ins to ensure that their customer is getting everything they need out of their product and so that they are always on top of their customer's biggest pain points.
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