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As a customer success manager, you will work with customers to ensure they're receiving the tools and support needed to achieve their goals. This includes advising them on buying decisions and onboarding new users after purchase. CSMs have an in-depth understanding of the customer's needs and are responsible for communicating common customer behaviors to the sales, marketing, and operation teams.
Customer Success Manager Job Duties
- Maintaining relationships with clients, including answering any questions they may have about their purchase via phone, chat, or email
- Onboarding new clients and making sure they are fully integrated into our system and process
- Manage the scope of the client's project from implementation to execution
- Manage and set due dates for projects to be completed
- Conduct 1-on-1 meetings with clients to ensure customer satisfaction
- Collect online reviews and testimonials from clients
- Advocate for the company: As a Customer Success Manager you will work one-on-one with customers, which means you have an opportunity to significantly influence our customer base. You act as personal cheerleaders for the business explaining to customers why we can meet their specific needs. This positive reputation will not only keep your customers satisfied, but it will also encourage them to refer their friends.
- Onboard new customers: Onboarding is one of the biggest priorities for Customer Success Managers. That's because it's extremely important to educate customers on how to use our product. Onboarding should focus on tools and software they need to learn, based on the service purchased. This way, they can get up to speed as fast as possible and be one step closer to achieving their goals.
- Follow up on renewals: As a Customer Success Manager, your job is to create loyal, repeat customers instead of one-time users. This is why renewals are key for this position. CSMs should keep track of customer product expiration dates — whether they be monthly, quarterly, or annually — and follow up with customers to renew their contracts. Without following up, you risk potential churn which impacts your customer retention rates.
- Encourage upsells and cross-sells: Another way to increase a customer's lifetime value is through upselling and cross-selling. As a Customer Success Manager, you will be dedicated to fulfilling customer goals, which creates an opportunity to introduce premium products and services. When customers are ideal for an upgrade, CSMs can meet with them to explain why the additional purchase will be helpful. Since your CSM will have a rapport with the customer, they'll be more likely to trust your team's advice.
- Build relationships between customers and the operations team: There are some questions customers will have that aren't the responsibility of the CSM. Technical issues, minor product problems, and basic business questions should be geared towards the operations team. CSMs should foster a relationship between customers and operations making it easier for customers to solve small or short-term problems.
- Be the voice of the customer: As a Customer Success Manager, you work directly with customers and should feel responsible for advocating their needs. You need to have an in-depth understanding of customer likes and dislikes about our products and services, which can be discovered through surveys, reviews, referrals, and more. CSMs should organize, analyze, and share this information with other departments to ensure our company's decisions always consider the voice of the customer.
Customer Success Manager Job Requirements
- Proven work experience as a Customer Success Manager or similar role
- Experience working with brand image and promoting value through customer experience
- Exceptional ability to communicate and foster positive business relationships
- Technical skills are required as they relate to the use of the product or service
- Accountability and personal organization are essential
- Experience in managing a diverse group and training each according to company standards
- A communications or marketing degree is preferred
Customer Success Manager Skills
Customer Success Managers need the following skills to be successful:
- Customer-First Mindset: Like any customer service job, the customer should always be at the forefront of your attention. Their success equals your success, and the more you can invest in their needs and goals, the more successful you’ll be in this position.
- Communication: Customer success is all about proactive communication. The sooner you let the customer know about their opportunities to improve, the more likely you are to earn their trust and ensure their success. Part of this is being able to communicate effectively as well. If you can’t clearly define why a customer should do something or purchase a particular product, they’ll be skeptical of your intentions and will likely pass on the opportunity.
- Relationship Management: Relationship management refers to how you interact with customers over time. Most customer success managers have ongoing relationships with their customers, unlike frontline reps who typically work on one issue with one customer at a time, then move on to the next. As a CSM, even if you solve one problem for a customer, you need to be prepared for the next roadblock that comes your way.
- Industry Knowledge: It’s hard to earn your customer's trust if you don’t know anything about their careers. The more you understand the industry your customers are a part of, the more you’ll be able to relate to their needs and goals. This will also help you come up with creative solutions that are unique to the customer’s situation as well as their careers.
- Problem Solving: As a customer success manager, you’re viewed as an excellent problem solver. Customers look to you to solve their issues and clear roadblocks that challenge their success. In this role, you’ll need to think on your feet and provide solutions that satisfy both short- and long-term needs.
- Managing Expectations: Part of being a problem solver is managing expectations. While you certainly want to meet every need the customer has, there are going to be scenarios where this isn’t possible. When this does happen, you need to manage the customer’s expectations so they don’t feel let down by the solution you’ve provided.
- Empathy: Empathy is a core component of any customer service role. The more you can relate to what your customers are going through, the easier it will be to identify effective solutions. Even if you don’t have any experience in their industry or role, you need to be capable of understanding the emotions that customers are feeling when they reach out to you.
- Active Listening: Active listening is the practice of listening to what your customers have to say and then repeating it back to them in their own words to show you understand what they meant. Active listening builds rapport with customers because it shows that you genuinely care about their success and understand the frustration or confusion they’re going through.
- Teaching/Mentoring: Oftentimes, the customer success manager is viewed as the product expert. Since you represent the company, you should know its products inside and out and be able to teach others how to use them as well. The best teachers can effectively communicate advice in a way that’s easy to understand, interesting to hear about, and relevant to the listener.
- Technical Skill: Similar to the point above, it’s not just enough to understand your company’s products and services. You need to have a feel for all of the products your customers are using in their day-to-day work as well. This will give you a sense of their workflow and how you can help them utilize the company’s products to their fullest potential.
- Reading and Writing: This one might seem obvious, but hear me out. Most CSMs aren’t working face-to-face with customers — unless you count Zoom. Most of the time, you’re emailing back and forth with customers and occasionally hopping on a call to talk through high-priority items. With the bulk of the communication being done via email, your reading and writing skills need to be proficient in order to be successful.
- Strategic Planning: The best CSMs not only teach customers how to use their products and services but also how to use the company’s products to achieve short- or long-term goals.
- Time management: As a Customer Success Manager, you will manage multiple customers simultaneously. This means you need to manage your time effectively and be capable of multitasking. After all, you don’t want a customer to feel like you’re spending all of your time with another client, and that their success doesn’t mean as much to you.
- Project Management: Since you’re working with multiple customers simultaneously, you’ll need to manage several projects at once. Remember, your customers likely don’t know each other, so they don’t really care that you were working with another customer when you missed a deadline. Their project is what’s most important to them and staying on top of deadlines shows that you’re as invested in their goals as they are.
- Cross-Selling and Upselling: As a Customer Success Manager, you’re certainly not a sales rep. Your job isn’t to close deals or promote products, but rather to guide customers to success. Sometimes, however, a customer can’t succeed without a particular product or service. If they have to pay for that solution, the CSM is one of the best people available who can convince them that this purchase is worthwhile. After all, you know your customer’s needs inside and out, so you can explain how that product or service is the missing link for their success.
Part-Time (20 hours a week)
Staffing & Recruiting
Spark Your Resume is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and reasonable accommodation due to a disability during the application or the recruiting process, please send a request via email to [email protected].