Key Responsibilities: What Does a Customer Success Representative 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.
- 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 ProgramsHere is a list of articles, guides, courses, and other resources that provide good training for professionals in this position:
Potential Roles to Grow into
If you’re starting from this position, here are some roles you can consider in the future: