Customer Success Manager Job Description

Key responsibilities

• 🎯 Build strong customer relationships: Customer Success Managers are all about connection. They get to know each client’s unique needs and work closely with them to make sure the service delivers value. Through regular check-ins and planning sessions, they build trust and make the experience feel personal and not transactional.
• 🔍 Track customer engagement and act fast: Monitoring customer health metrics helps identify who’s thriving and who might need a hand. With the right data, Customer Success Managers can jump in early to solve problems, reduce churn, and keep clients happy.
• 🛠 Make onboarding smooth and stress-free: The first few weeks set the tone for everything. Customer Success managers guide new clients through onboarding, offering training and support that helps them feel confident and capable. A great start sets the stage for long-term success.
• 💡 Collect and share feedback that matters: Great products and services are built on real feedback. By gathering client insights and sharing them with internal teams, Customer Success Managers help drive improvements that actually reflect what users want and need.
• 📈 Help customers grow—and grow with them: When you understand your clients' goals, you can recommend solutions that support their growth. By identifying new opportunities within existing accounts, Customer Success Managers create value for both the customer and the business.

Qualifications and skills

• Bachelor’s degree in Business, Marketing, or a related field: Builds your understanding of how businesses operate and what customers really need.
• Proven experience in customer success, account management, or a related role: Shows you know how to keep customers happy and engaged long-term.
• Excellent communication and interpersonal skills: Helps you build trust, listen actively, and collaborate with customers and internal teams.
• Strong problem-solving abilities: Lets you get to the root of issues and deliver solutions that actually work.
• Proficiency in CRM software: Tools like Salesforce or HubSpot help you stay on top of customer data and follow through effectively.
• Ability to work collaboratively within a team: You know how to share insights, work across departments, and align around the customer.
• Analytical skills for data interpretation: You use data to personalise experiences and improve customer outcomes.
• Empathy and a customer-centric mindset: Helps you understand different perspectives and build positive, lasting relationships.
• Time management and organisational skills: Keeps you on track when managing multiple clients or requests.
• Technological savvy and adaptability: You’re quick to pick up new tools and thrive in fast-evolving environments

Career path and opportunities

Helping others succeed while building strong client relationships? That’s the heart of customer success.
As a Customer Success Manager, you’ll be the link between the company and its clients, helping them achieve their goals while keeping them engaged and happy.
You’ll develop sharp skills in communication, strategy, and business operations—skills that open doors to senior roles like Senior Customer Success Manager or even head of customer success. These roles focus more on shaping team strategy, improving client experience, and leading change at scale.
Want to go even further? You could move into executive roles like chief customer officer, or pivot into product, sales, or marketing—bringing your unique customer insights into how things are built or sold.

Related job titles

• Client Success Specialist
• Customer Relationship Manager
• Account Success Manager
• Client Services Coordinator
• Customer Experience Manager
• Client Engagement Manager
• Post-Sales Account Manager
• Customer Support Manager
• Client Retention Specialist
• Customer Account Manager

Example job description

Job title: Customer Success Manager

Job overview:
We’re looking for a Customer Success Manager who thrives on building strong relationships and helping customers get the absolute best out of what we offer. In this role, you’ll be the go-to person for our clients by supporting them, solving problems, and driving success.

Key responsibilities:

• Build genuine relationships with clients and be their trusted point of contact
• Get to know their goals and tailor solutions that fit—making sure they’re getting real value from our products
• Work closely with internal teams to sort out any issues quickly and smoothly
• Create customer success plans and track their progress
• Lead regular check-ins and business reviews, spotting ways to grow accounts or improve their experience
• Collect and share feedback to help shape the future of our product and service

Required and preferred qualifications:

• Experience in customer success, account management, or a similar role
• Great communicator who’s confident working with people at all levels
• Solid problem-solving skills and a keen eye for detail
• Comfortable using CRM tools and customer platforms
• A degree in Business, Marketing, or a related field is a bonus
• Experience in SaaS or a similar industry

Perks/benefits:

• Competitive salary plus bonuses based on performance
• Flexible hours and remote work options
• Plenty of learning and development opportunities to grow your career
• Health and wellness support, from gym memberships to mental health resources
• Regular team events to keep things social and connected

Frequently asked questions

What does a Customer Success Manager do?

A Customer Success Manager is the go-to for helping clients get the most out of a product or service. They’re focused on building strong relationships, solving problems proactively, and making sure customers feel supported every step of the way.

What are their key duties and responsibilities?

They manage customer accounts, check in regularly, and offer tailored support to help clients reach their goals. Customer Success Managers share customer feedback with internal teams, resolve issues before they escalate, and identify opportunities to add value like upgrades or additional services.

What makes a great Customer Success Manager?

They’re empathetic, solution-focused, and brilliant at building trust. A great Customer Success Manager listens well, communicates clearly, and understands the customer’s world inside and out. They’re also organised, collaborative, and always thinking about how to make the customer experience even better.