What does a customer success manager do?
A customer success manager works to understand repeat customers and prioritize their long-term needs. Primarily, they manage the customer relationship and give them prompt value propositions. They act as mentors to customers by educating them about the sales process and ensure efficient transaction processing. Their tasks include advocating for the company, onboarding customers to the products, follow-up on renewals, and encouraging cross-sells and upsells. Additionally, they build relationships with the customer and the support team as well as advocating customers' needs.
Customer success manager responsibilities
Here are examples of responsibilities from real customer success manager resumes:
- Help doctors manage their facebook page and website.
- Achieve excellent performance results as compared to other Aarons stores.
- Help customers establish spend and savings goals and achieve those to get full ROI.
- Link QuickBooks system with customer sales database to automate the process of tax administration.
- Well verse in leveraging CRM to manage accounts, capture metrics, and implement relevant processes.
- Raise RingCentral's NPS score, by creating superb relations with clients that lead to increase survey ratings.
- Dedicate to providing pets and pet parents with an unrivale customer in-store experience.
- Manage and engage Microsoft customers to drive usage, adoption and consumption of CRM Online services (SaaS).
- Resolve all complaints register with both Toyota and Subaru national customer relations.
- Discuss dealership customer satisfaction standings with general manager and department managers, monitoring significant changes and determining possible contributing factors.
- Maintain customer? s highest satisfaction of cloud computing application.
- Provide inputs for vendor selection, RFI and RFP process.
- Coach customer to fulfill there payment agreements by coaching and persuasion.
- Develop CSM role, processes and tools as part of company evolution.
- Answer incoming phone support requests and enters details of requests into SalesForce.
Customer success manager skills and personality traits
We calculated that 10% of Customer Success Managers are proficient in Client Facing, Cloud, and Account Management. They’re also known for soft skills such as Customer-service skills, Leadership skills, and Analytical skills.
We break down the percentage of Customer Success Managers that have these skills listed on their resume here:
- Client Facing, 10%
Identify, document and communicate customer success best practices for case study development and the client facing user community portal.
- Cloud, 7%
Assisted in resolving post-sales non-technical customer inquiries relating to products and/or Cloud services.
- Account Management, 7%
Manage overall and ongoing executive relationship with customers through open, responsive, and collaborative partnerships and account management.
- Customer Relationships, 5%
Managed Enterprise customer relationships proactively in the Discrete Manufacturing vertical and maintaining high customer satisfaction resulting in improved customer retention.
- Saas, 5%
Obtained proficiency in SaaS cloud-base software platform specific to automotive industry.
- Customer Service, 5%
Earned a reputation for exceeding customer service standards and goals and for developing empathetic client relationships.
Common skills that a customer success manager uses to do their job include "client facing," "cloud," and "account management." You can find details on the most important customer success manager responsibilities below.
Customer-service skills. To carry out their duties, the most important skill for a customer success manager to have is customer-service skills. Their role and responsibilities require that "when helping to make a sale, sales managers must listen and respond to the customer’s needs." Customer success managers often use customer-service skills in their day-to-day job, as shown by this real resume: "enabled a positive customer support experience leading to improvements in sales team productivity. "
Leadership skills. Another soft skill that's essential for fulfilling customer success manager duties is leadership skills. The role rewards competence in this skill because "sales managers must be able to evaluate how their sales staff performs and must develop strategies for meeting sales goals." According to a customer success manager resume, here's how customer success managers can utilize leadership skills in their job responsibilities: "peer nominated to serve on advisory committee to professional services leadership in 2014"
Analytical skills. customer success managers are also known for analytical skills, which are critical to their duties. You can see how this skill relates to customer success manager responsibilities, because "sales managers must collect and interpret complex data to target the most promising geographic areas and demographic groups, and determine the most effective sales strategies." A customer success manager resume example shows how analytical skills is used in the workplace: "facilitated integration of the expensewatch accounting critical data with client's erp, accounting systems, and/or payroll systems. "
Communication skills. For certain customer success manager responsibilities to be completed, the job requires competence in "communication skills." The day-to-day duties of a customer success manager rely on this skill, as "sales managers need to work with colleagues and customers, so they must be able to communicate clearly." For example, this snippet was taken directly from a resume about how this skill applies to what customer success managers do: "streamlined onboarding process for clients, leveraging product knowledge and background in medical services to improve communications. "
The three companies that hire the most customer success managers are:
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Compare different customer success managers
Customer success manager vs. Billing manager
A billing manager is in charge of overseeing the systems and processes concerned with billing in a company. One of their primary duties is to handle the receivable accounts to ensure smooth cash flow, assess the validity of bills, provide corrective measures when necessary, supervise the workforce's performance, and solve issues raised by staff. As a billing manager, it is essential to implement all policies and regulations while leading and encouraging the team in their joint effort to reach targets and deadlines.
While similarities exist, there are also some differences between customer success managers and billing manager. For instance, customer success manager responsibilities require skills such as "client facing," "cloud," "account management," and "customer relationships." Whereas a billing manager is skilled in "patients," "billing procedures," "revenue cycle," and "financial reports." This is part of what separates the two careers.
Billing managers really shine in the utilities industry with an average salary of $89,214. Comparatively, customer success managers tend to make the most money in the technology industry with an average salary of $101,788.On average, billing managers reach lower levels of education than customer success managers. Billing managers are 5.1% less likely to earn a Master's Degree and 0.4% more likely to graduate with a Doctoral Degree.Customer success manager vs. Team manager
Team managers primarily manage the daily activities of their members. Their role includes setting targets, implementing guidelines, and supporting employees to solve any issues that may arise. It is their duty to make sure that the team's objectives are fully understood by all members and that they work closely to fulfill them. They must ensure that all of their members are working towards a common goal through constant monitoring. To manage the team, they may utilize certain principles, such as the SMART principle. They also train members to see to it that their goals are distinct, measurable, attainable, and timely.
Each career also uses different skills, according to real customer success manager resumes. While customer success manager responsibilities can utilize skills like "client facing," "cloud," "account management," and "customer relationships," team managers use skills like "patients," "taking care," "performance management," and "leadership."
Average education levels between the two professions vary. Team managers tend to reach similar levels of education than customer success managers. In fact, they're 2.8% less likely to graduate with a Master's Degree and 0.4% more likely to earn a Doctoral Degree.Customer success manager vs. Support manager
A support manager is responsible for developing strategic technical solutions to improve business performance for client satisfaction and improve revenues. Support managers must have excellent knowledge of the technical processes and disciplines, as well as business systems in handling the information networks and systems of the company. They should have a strong command of system codes and technology programming, as well as software and hardware applications in identifying other possible business opportunities and assisting the staff with any inconsistencies in the process.
The required skills of the two careers differ considerably. For example, customer success managers are more likely to have skills like "client facing," "cloud," "account management," and "customer relationships." But a support manager is more likely to have skills like "powerpoint," "windows," "logistics," and "support services."
Support managers earn the highest salary when working in the finance industry, where they receive an average salary of $103,459. Comparatively, customer success managers have the highest earning potential in the technology industry, with an average salary of $101,788.When it comes to education, support managers tend to earn similar degree levels compared to customer success managers. In fact, they're 3.9% less likely to earn a Master's Degree, and 0.4% less likely to graduate with a Doctoral Degree.Customer success manager vs. Office manager
Office managers oversee the entire workplace. They maintain office processes and services to ensure that everything is running well. They manage office supplies by managing inventory and procurement procedures. They also device filing systems, create needed and relevant office policies, and ensure that all the policies are being followed. As a way to make sure that the office is in top shape, office managers supervise most of the logistical aspects inside the office. They also provide support to both management teams and the rest of the employees. They often act as the bridge between the two and would sometimes even assist in the training of new employees.
Types of customer success manager
Updated January 8, 2025
