Customer Success Manager Job Description template and pdf with duties [2024]

Job summary 1

We are seeking a Customer Success Manager to work directly with customers to enhance their overall client experience. The Customer Success Manager is responsible for overall customer wellbeing by interacting with customers on a one-to-one basis, presenting new services and options and acting as a Brand Ambassador for our clients.

Duties & Responsibilities 1

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Requirements & Skills 1

Strong understanding of digital online marketing including marketing automation, content management systems, analytics, and customer relationship management
Proven ability to collaborate and build strong relationships with customers
- Associates degree required
- Excellent verbal and written communication skills
- Excellent organization, time management, and problem-solving skills

Job summary 2

The Customer Success Manager is responsible for managing activities and performance of commercial business accounts. In addition to driving engagement and retention strategies into the portfolio, you will also be responsible for several initiatives, including (but not limited to) the launch of customer loyalty programs that can be rolled across the Commercial business in all of markets. This position will be focusing on the implementation of strategically designed plans/initiatives to reduce churn and increase customer delight. Additionally, you will be monitoring and evaluating competitive offers, trends and product positioning, retention offer usage, systems, performance reporting, and market analysis to ensure positive customer experience and acceptable sales and retention performance on an ongoing basis.

Duties & Responsibilities 2

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Job summary 3

The Customer Success Manager will work closely with various relationship managers and product owners to improve the onboarding process and adoptions of a uniform digital platform within our client. You will learn about the whole ecosystem of products and help manage the funnel of requests from ideation to delivery through our client’s enterprise tools. The successful individual will utilize strong organizational, operational, technical and creative problem-solving skills while executing multi-business unit stakeholder management.

Duties & Responsibilities 3

Work closely with engineers and product owners to become an expert on the entire suite of products – understand how they work technically and best practices for how to utilize them and be a trusted advisor to customer teams
Manage relationships with key stakeholders across priority accounts to drive additional product adoption and strategic use cases to further client mission statement
Develop strategic cross-suite use cases to educate customers on the full value of the suite and drive customers to achieve greater value out of utilizing the entire suite
Manage and oversee the customer journey including end-to-end customer relationship from initial engagement to on-boarding, training, build, launch, and scaling
- Evangelize the suite and own communications including roadshows, monthly customer success updates, newsletters, executive presentations, etc.
- Develop and iterate on product marketing and documentation materials to encourage self-service when appropriate
- Constantly solicit customer feedback through retrospectives, in-journey surveys, and quarterly customer satisfaction surveys

Requirements & Skills 3

Job summary 4

We are looking for a Customer Success Manager who will be responsible for working enthusiastically with an assigned book of business to ensure high client engagement, adoption, and return on investment. You will proactively consult your assigned book of accounts throughout the entire life cycle on product training.

Duties & Responsibilities 4

Accountable for customer retention and revenue retained.
Partner with sales to drive adoption and retention for each account.
Document and maintain key information storage using our CRM (SalesForce) to keep accurate records of impact.
Identifies and communicates risks to the success of the project, the client relationship, or the desired project outcomes during presale internally, as well as project updates.
Customize account roadmaps and training as a consultant based on data.
- Conduct customer-specific Admin and User training for Standard and Configured customers, appropriate for the intended audience.
- Conduct Quarterly Business reviews with key partners, including providing product roadmap insights and key recommendations.
- Create account research and return on investment presentation generation.

Requirements & Skills 4

Job summary 5

We’re looking for an experienced Customer Success Manager whose mission will be to build and lead our team of Customer Success Managers in helping our customers achieve their goals through the adoption and deployment of our products and services. This critical function is responsible for establishing best practices and leading our efforts in on-boarding new customers, driving ongoing adoption, and managing renewals. Your focus will be on understanding desired customer outcomes through ongoing collection and analysis of data and feedback and turning these into retention strategies centered on customer expectations and engagement.

Duties & Responsibilities 5

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Job summary 6

As a Customer Success Manager, you'll be passionate about developing others through mentorship, coaching, and career pathing while also seeking opportunities for self-improvement on the road to developing yourself. You'll be a skilled communicator and storyteller who inspires and motivates others through infectious positivity, passion, and enthusiasm, while demonstrating the highest levels of integrity of doing what's right for our customers and team members. You will empower your team members through honest, transparent, and timely feedback. Creating a fun, dynamic environment where everyone is welcome and valued will be key as you foster a sense of community and belonging. As a collaborative business partner who actively listens to the needs of the team, you'll encourage constant learning to help deliver an improved customer and team member experience. Your ability to highlight the importance of the role our team members play and how it connects to the goals of our company will position you and your team for success.

Duties & Responsibilities 6

Works with management and team members to proactively identify, manage, and escalate risks which may impact the business.
Monitors interactions to ensure that team members are giving accurate information and following approved practices.
Coaches and develops a positive and productive work environment and builds relationships with business partners.
Utilizes reporting for business metrics to guide team member coaching and performance management. Resolves routine and some escalated problems and exercises judgment in making override decisions or recommends action to top level management for decisions outside authority level.
- Ensures capabilities and knowledge of team members keeps pace with customer expectations.
- Assists and makes employment decisions and sets performance standards; trains and coaches staff, writes and conducts performance evaluations.
- May perform budgetary analysis, reports or special project work as requested by business partners and senior management.

Requirements & Skills 6

2+ years of experience assessing and meeting the needs of customers
1+ year of supervisory or coaching experience
Ability to inspire and engage the broader team, leading with ethics and integrity in all we do
Experience recognizing service opportunities and providing exceptional customer satisfaction
Ability to lead during times of ambiguity and change
Ability to develop partnerships and collaborate with other business and functional areas
- Ability to leverage diversity and develop next level of team
- Ability to recruit, retain, and grow high potential talent/teams
- Highly refined and professional verbal and written communications

Job summary 7

The Customer Success Manager will have full accountability for managing the deliverables for our customers. A key aspect of the role includes liaising with Customer Engagement, Operations, Interventions, and Product to ensure the service delivery commitments the company has made to our customers are fulfilled.

Duties & Responsibilities 7

Partner with key internal stakeholders, primarily Director, Customer Engagement and Operations to understand project progress, expected project success, and data trends within each project/customer deliverables
Understand and have the ability to analyze project data to identify trends related to project goals and act accordingly within the organization
Provide project support including facilitation, tracking, and reporting on projects, and customer deliverables
Adjust forecasts and timelines, as well as balancing resources for producing or delivering implementation deliverables
Support the creation and improvement of processes, procedures, and tools to improve the quality of customer deliverables and communications
Document and communicate customer requirements, enhancements, concerns, and issues
- Schedule and facilitate regular (weekly and monthly) discussions with the relevant customer stakeholders to manage open issues and meet customer needs; maintain related issues logs.
- Drive standard and timely customer communications to inform customers of monthly analytics runs, regulatory changes, product upgrades, system updates, and release notes.
- Track, report, and escalate customer portfolio performance, providing a real-time, comprehensive, and prioritized view of all the relevant projects and issues.

Requirements & Skills 7

Job summary 8

We are seeking a Customer Success Manager to join our team. A Customer Success Manager is responsible for achieving financial targets including maintenance and subscription renewals, license up-sells, and assist with cross selling of additional products.

Duties & Responsibilities 8

Requirements & Skills 8

Candidates qualifying for this position will have similar experience along with the skills and abilities to perform the duties mentioned
Any relevant education and/or training will be considered a plus

Job summary 9

We are on the lookout for our next sales professional to join us as a Customer Success Manager!

Duties & Responsibilities 9

Leverage your research skills to generate demand and build a pipeline for outside reps
Gain a deeper understanding of clients to discover unique areas where we can assist them
Coordinate with Outside Sales and Technical Services to present outstanding product solutions to customers
- Learn how to overcome objections and resolve them with your manager or appropriate resources.
- Target new business opportunities by building relationships, pursuing referrals, and conducting research
- Build meaningful relationships with existing customers to determine additional needs.

Requirements & Skills 9

An educated professional with a Business Degree or equivalent experience
A sales enthusiast, preferably with inside sales experience
A highly motivated and results oriented individual
A relationship builder with a talent for providing outstanding customer service
- A quick learner with the ability learn new skills, adapt to changing environments and show attention to detail
- A strong communicator with excellent verbal and written communication tool
- A problem solver with critical thinking ability

Job summary 10

We are seeking an success driven Customer Success Manager to take on a new opportunity!

Duties & Responsibilities 10

Overseeing clients’ journey including ongoing monitoring and follow-ups.
Guide the clients through the on-boarding processes.
Initiating outbound calls.
Build customer retention and funnel conversion.
Build and maintain strong, long-lasting client relationships.
Communicate the progress of the various projects to internal and external stakeholders.
- Identify areas of improvement and potential new projects.
- Prepare reports on account status according to an internal set of metrics.
- Assist with challenging client requests or issue escalations as needed.

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