Experienced Customer Success Manager sought to build strong customer relationships, reduce churn and drive account growth. This role suits someone with excellent communication skills, commercial awareness and a passion for customer outcomes.
This job description outlines the core purpose, key duties and required qualifications for a Customer Success Manager in a fast-paced B2B or SaaS environment. Use it as a template for shortlisting top candidates and shaping your interview criteria.
Customer Success Manager Job Profile
The Customer Success Manager is responsible for ensuring customers achieve measurable value from products and services. They act as the primary advocate for the customer and the internal coordinator for delivery and renewal activities.
This role combines account management, onboarding, training and strategic planning to reduce churn, identify expansion opportunities and foster long term relationships. Strong analytical skills and a customer-first mindset are essential.
Customer Success Manager Job Description
The Customer Success Manager will own a portfolio of accounts, guiding customers through onboarding, adoption and renewal. They will develop success plans aligned to customer goals, track key performance indicators, and proactively address risks to satisfaction and retention.
Working closely with sales, product and support teams, the role requires translating customer feedback into actionable improvements and advocating for customer needs internally. Regular health checks, executive briefings and business reviews will form part of the engagement cadence.
The ideal candidate will use data to demonstrate ROI, recommend upsell or cross-sell opportunities and maintain comprehensive account documentation. They will manage contract renewals, coordinate implementation resources and ensure a seamless customer experience from day one.
Customer Success Manager Duties and Responsibilities
- Onboard new customers and manage implementation activities to ensure timely adoption.
- Develop and maintain customer success plans with clear objectives and milestones.
- Conduct regular business reviews and health checks with key stakeholders.
- Monitor usage metrics and KPIs to identify churn risk and usage gaps.
- Drive renewal conversations and collaborate on pricing or contract negotiations.
- Identify and execute account expansion opportunities, including upsell and cross-sell.
- Coordinate with product, support and implementation teams to resolve issues and close feedback loops.
- Act as the customer advocate internally to influence product roadmaps and service improvements.
- Produce clear, timely reporting on account status and forecast renewals.
- Maintain accurate CRM records and documentation for all customer interactions.
- Deliver training sessions, workshops and webinars to drive product adoption.
- Represent the company at customer events and escalate strategic risks to senior management.
Customer Success Manager Requirements and Qualifications
- Bachelor's degree or equivalent in business, marketing, computing or related discipline.
- 3 to 5 years of experience in customer success, account management or client services, preferably in SaaS.
- Proven track record of reducing churn and growing accounts.
- Strong communication and presentation skills with the ability to influence at senior levels.
- Analytical ability to interpret usage data and translate insights into action.
- Familiarity with CRM and customer success tools such as Salesforce, Gainsight or similar.
- Excellent problem-solving and project management skills.
- Customer-focused, proactive and able to manage multiple priorities in a fast-moving environment.
- Experience creating success metrics, business cases and ROI models for customers.
- Ability to travel to customer sites when required and represent the organisation professionally.
- Strong team working ethos and collaborative mindset with cross-functional stakeholders.
