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Crafting a Customer Success Job Description

Customer Success

Customer Success Managers (CSMs) drive the adoption, engagement, and retention of their customers. They build relationships with their customers, ensure they’re getting value out of your product, and work cross-functionally to solve their problems. In short, CSMs are the driving force behind customer happiness.

The job description below is a great example of how to structure a job posting to attract the right candidates. Take a look at how it clearly outlines the responsibilities, qualifications, and benefits of working at this company. You can use this as a template or framework, and then adjust it as you see fit.

When we started RisePath, we had a problem. We were getting larger and our customer base was growing fast. We needed more people to help look after our customers, but we didn’t want to call them “customer support”. RisePath provides different kinds of products and we wanted the people who look after our customers to be different too. We wanted to hire people who were smart, kind and curious enough to really understand our customers’ pain points and their businesses. So we called them “Customer Success” instead.

What does it mean to be a Customer Success Manager?

The Customer Success Manager, also known as the Client Success Manager, is the person who is allocated to clients by management once they have agreed to conclude the sale. That is when they begin their task. They are the ones who teach the client about the product (or service) from the ground up. This position is also believed to serve as a link between the support and sales teams.

It’s important to note that the CSM’s role does not include giving technical help or selling. Its purpose is to ensure that the consumer is completely satisfied with the product and has everything he or she requires. Despite the fact that the function is relatively new in the SaaS industry, it has a lot of potentials.

If you’re building a Customer Success Team, you’ll want to hire the right people. The first step is to write a compelling and informative job description.

A well-crafted job description will not only help you attract the best candidates but will also help you stay on track as your hiring process moves forward. It’s the first impression your prospective hires get of your company, so make sure it’s a good one!

But where do you start?

We’ve done all the heavy lifting for you and broken down the 3 key responsibilities that should be included in every Customer Success job description.

Develops Healthy Customer Relationship

Customer Success is about creating and sustaining relationships with customers. These relationships are built on trust and respect, which means that every interaction must be personal and valuable.

Enhances Customer Training

Along with managing customer relationships, your Customer Success team will be responsible for training customers.

It’s important that your customer success team members are skilled communicators who can cultivate a rapport with customers and develop relationships beyond onboarding. This is why so many companies are hiring customer success managers with sales experience. The skills needed to prospect, qualify, and close business transfer very easily into customer success management roles.

Evaluates and Analyze Customer Needs

Crafting a customer success job description is quite challenging. It is because, while crafting a customer success job description, you need to ensure that it is not just appealing but also engages the right candidates. For this, you can use the following points while crafting a customer success job description:

  • It’s never about you!
  • Put the spotlight on your customers
  • Keep your content short and simple
  • Make it concrete, not abstract
  • Use action verbs as much as possible
  • Try these two formats for the job description

You’ve hired a customer success manager. What should they do now?

When hiring a customer success manager, the job description should clearly outline what responsibilities you expect the new hire to take on. This allows candidates to know exactly what they would be doing in this position and what skills are needed for the job. It also helps you find the right person for the role and find them more quickly.

What does a customer success manager do?

As you build out your customer success team, it’s important to understand what each team member will be responsible for and how their roles overlap with one another. The three most critical responsibilities of a customer success manager are building trust and transparency with clients, onboarding new clients, and acting as an advocate for customers. Here’s what that looks like:

When a Customer Success Manager (CSM) is doing their job, they’re making sure that customers are successful. If you’ve ever been frustrated with a product or service, you’re probably familiar with the CSM position. It’s the person who is ultimately responsible for keeping you as a customer by meeting your needs and solving your problems.

The CSM is becoming more and more important to companies, as it can cost many times more to acquire new customers than to keep existing ones. This role is also often tasked with identifying new opportunities for existing customers and providing input on how to improve the product or service based on customer feedback.

It’s a great position for someone who loves working in a customer-facing role, thrives under pressure, and can handle lots of different responsibilities at once. In order to ensure they are successful in this role, CSMs need to be skilled at building trust with clients, onboarding new customers, and acting as an advocate for customers internally at the company.

At RisePath We’ve had a lot of practice writing job descriptions. As a result, we know what works and what doesn’t. So when the time came to hire our first Customer Success Manager, we knew how to write it.

We created a three-part job description that clearly articulated three key responsibilities:

  • Builds Trust and Transparency with Clients
  • Onboards New Clients
  • Acts as a Customer Advocate

Our goal when crafting our job description was to find someone that could help us scale while also maintaining a strong level of trust and transparency with our clients. 

Richard Jones

Richard has managed various roles from Sales Manager to Director of Operations. He has a Sales and Marketing background and has implemented multiple sales, support and marketing systems at his companies.

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