Career Section Mid Level Jobs

Customer Success Manager | Job Description

Customer Success Manager

Similar roles:

senior customer success manager, associate customer success manager, customer engagement manager

Job level:


Average annual salary:


Role in Customer Success Team:


Reports to:

Director of Customer Success / VP of Customer Success / Chief Customer Officer

Summary points:

Key Responsibilities: What Does a Customer Success Manager Do?

Customer Success Managers are at the heart of any customer success department, initiative, and task. CSMs handle customer relationships and proactive engagement. They monitor account metrics and drive customer goals through alignment with product capabilities and other internal teams while keeping an eye out for business development opportunities.

The CSM role is a middle-management position that oversees CS in a smaller or larger capacity depending on the business model. The CSM is also the most common job in the CS space, and as we’ve seen at the start of this page, big corporations now hire new CSMs by the hundreds.

Key Responsibilities of a Customer Success Manager:

  • Driving customer success by aligning with customer goals throughout the organization
  • Monitoring relevant customer metrics for those goals and keeping account overviews.
  • Communicating with customers based on business approach (low-touch, tech-touch, high-touch).
  • Intervening through proactive customer engagement to prevent support issues, foster customer loyalty, and promote good business relationships.
  • Writing and editing in-app notifications together with the assigned CS Ops representative.
  • Conducting onboarding, implementation, and training sessions as required.
  • Managing other members of the customer success team and delegating tasks and accounts to the appropriate persons within the department.

Skills and Competencies

Here are the necessary skills to be a good Customer Success Manager:

  • Minimum 1 year of experience in Customer Success or Customer Support. Relevant courses / training are nice-to-have but only required by some job postings.
  • Excellent communication skills and the ability to transform customer conversations into business-driving relationships while still managing to serve the customers’ goals as best as possible.
  • High emotional intelligence and empathy skills.
  • Client management.
  • Customer service skills.
  • Strong analytical and goal-oriented mindset backed by basic-to-advanced project management knowledge.
  • Required business experience to create reports, conduct QBRs, and learn about how CS impacts business development.
  • Good IT&C knowledge and capabilities and ability to learn new software tools on the job.

Good Training Materials and Programs

Here is a list of articles, guides, courses, and other resources that provide good training for professionals in this position:
Sales: Customer Success

LinkedIn Learning

Customer Success Manager: Fundamentals


Advanced Project Management Certificate Program (APM)


How To Be a Good Customer Success Manager


How To Write A Top Customer Success Manager Resume


11 Customer Success Manager Interview Questions Companies Ask & Why


How Customer Success Managers Can Use Support Ticket Data To Better Understand The Customers’ Journey


The Big Book of Churn


Value Realization Process


Customer Onboarding Guide


Customer Success Strategy Guide


Improve the Customer Journey with a Customer Success Platform


Potential Roles to Grow into

If you’re starting from this position, here are some roles you can consider in the future:


Customer Retention Manager

Average annual salary: $87,139

Role in Customer Success Team: Management

Reports to: Director of Customer Success


Customer Success Operations Manager

Average annual salary: $77,587

Role in Customer Success Team: Management

Reports to: director of customer success operations, director of customer success, head of customer success


Director of Customer Success

Average annual salary: $156,985

Role in Customer Success Team: Management

Reports to: VP of Customer Success, Chief Customer Officer


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