Career Section Entry Level Jobs

Customer Success Representative | Job Description

Customer Success Representative

Similar roles:

Customer Success Specialist, CS Rep

Job level:


Average annual salary:


Role in Customer Success Team:


Reports to:


Summary points:

Key Responsibilities: What Does a Customer Success Representative Do?

Customer Success Representatives, otherwise known as CS Specialists, represent an entry-level position handling the day-to-day tasks that fall under the customer success department. They monitor customers’ product or business-related activity, proactively interact with them to mitigate issues, and are always on the lookout for growth opportunities.

CS Reps must serve as goal-driven client advocates, working with the tools and data at their disposal to best serve as a liaison between the customer and the company. They report to the Customer Success Manager, who is their ally in promoting the customers’ goals and interests.

Key Responsibilities:

  • Maintain relationships with customers assigned to them by the Customer Success Manager.
  • Monitor assigned customer activity related to the product or services they have subscribed to or purchased.
  • Aid assigned customers through onboarding, implementation, and training sessions as instructed by the CSM.
  • Monitor adoption rate, retention rate, customer satisfaction scores, churn rates, and other relevant metrics determined by the CSM.
  • Perpetually maintain efficient internal and external communications in a customer-goal-oriented manner.

Skills and Competencies

Here are the necessary skills to be a good CS rep:

  • Minimum of 1 year of experience in communications, marketing, sales, account management, or customer success or equivalent in customer success courses / training.
  • High emotional intelligence and empathy skills.
  • Customer service skills.
  • Good communication skills and ability to maintain conversations with clients in a diplomatic and goal-focused manner.
  • Strong analytical and goal-oriented mindset.
  • 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 from LinkedIn Learning
Customer Success | How to Actively Engage Your Customers
Customer Success Manager: Fundamentals
Customer Success Representatives


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