How to Craft a Customer Success Manager Job Description

Defining the role of a Customer Success Manager (CSM) can feel like a bit of a puzzle. For many teams, especially those new to Customer Success, crafting a job description that captures the full scope of the role often leads to confusion.

Misaligned or vague job descriptions not only hinder recruitment but can also leave CSMs unsure of what’s expected of them. The result? Missed opportunities to drive customer retention and satisfaction.

The good news is that creating a clear, focused job description is entirely achievable. By outlining key responsibilities and qualifications, businesses can set their teams up for long-term growth. 

A strong job description does more than list tasks—it lays the foundation for success by setting clear expectations and attracting the right talent. In this blog, we’ll break down what makes a strong CSM job description and how you can craft one that works.

Key responsibilities of a customer success manager

The role of a Customer Success Manager (CSM) is both strategic and hands-on, balancing a variety of responsibilities that contribute directly to customer retention and satisfaction. A CSM job description can mention these key areas that every CSM focuses on:

Managing customer relationships

A Customer Success Manager’s primary responsibility is managing customer relationships. They serve as the main point of contact for customers after the sale, ensuring a seamless transition from sales to success. 

This involves guiding customers through the onboarding process and highlighting the value of the product or service early on to drive adoption. By proactively engaging with customers, CSMs build trust and lay the groundwork for a strong, lasting partnership.

Monitoring customer health and success metrics

Monitoring customer health and success metrics is another critical responsibility of a CSM. This involves using tools like customer health scores to track satisfaction, loyalty, and overall engagement.

By identifying potential risks and uncovering upselling opportunities, CSMs can proactively address customer concerns and maximize value. Having access to reliable data enables them to make informed decisions that keep customers happy and reduce churn.

Driving customer engagement

Driving customer engagement means consistently maintaining strong relationships through regular touchpoints. CSMs nurture these relationships by offering valuable resources, training, and insights that empower customers to make the most of the product or service. 

Regular communication and support ensure that customers feel valued and confident in their investment, which fosters loyalty and long-term satisfaction.

Collaborating across teams

Customer Success Managers play a pivotal role in collaborating with other teams to enhance the customer experience. 

By working closely with sales, support, and product teams, they help address customer issues, gather feedback, and advocate for customer needs. This cross-functional collaboration ensures that customer concerns are heard and acted upon, creating a more seamless experience.

Essential skills for a customer success manager

Being a successful CSM requires a combination of interpersonal and technical skills. Some of the most important are:

Communication and empathy

Empathy and experience in customer communication are crucial for building trust and establishing meaningful relationships with both customers and internal teams. A skilled CSM knows how to listen actively and respond thoughtfully, ensuring customers feel heard and understood.

They must also be able to effectively convey complex ideas, such as product benefits or solutions to challenges, in ways that resonate with diverse audiences

Clear and empathetic communication not only strengthens customer relationships but also facilitates better collaboration with internal teams, such as sales, support, and product development.

Data analysis

Data analysis is another essential skill, as interpreting feedback, survey results, and metrics like NPS, CSAT, and CES is key to uncovering actionable insights.

These metrics help uncover patterns, identify areas for improvement, and highlight opportunities for growth. A data-savvy CSM uses these insights to proactively address potential issues and guide customers toward success, ensuring that their needs are met effectively.

Problem-solving and critical thinking

Problem-solving and critical thinking are indispensable for navigating the challenges that arise in the Customer Success journey. 

CSMs often deal with complex issues that require thoughtful, strategic solutions. Whether resolving product-related concerns or managing difficult customer interactions, a great CSM remains proactive and solutions-oriented, balancing customer needs with organizational goals. 

This ability to think critically and act decisively is crucial for maintaining customer trust and satisfaction.

Familiarity with customer success tools

Proficiency in using customer success tools is becoming increasingly important for CSMs as the industry continues to evolve. Customer Success platforms like Velaris empower CSMs to manage their workflows more efficiently and enhance their impact. 

Being comfortable using these tools helps CSMs streamline their processes, maintain organization, and focus on building stronger customer relationships. It also allows them to quickly identify risks, track progress toward customer goals, and collaborate seamlessly with other teams.

Adaptability and multitasking

Adaptability and multitasking are essential for managing the dynamic nature of a CSM's responsibilities. With multiple accounts to oversee, CSMs must stay organized and flexible, ensuring that no customer feels neglected. 

This involves juggling tasks such as onboarding new customers, conducting check-ins, and coordinating with internal teams—all while responding to urgent issues as they arise. 

The ability to adapt to changing priorities and handle a diverse workload is what enables CSMs to deliver consistent results, even in fast-paced environments.

Writing a strong customer success manager job description

Creating a clear and well-structured job description is essential for attracting the right talent and setting expectations. A well-written job description not only attracts top talent but also ensures alignment between candidates and company goals.

Use clear and precise language

The language used should strike a balance between being concise and detailed. It’s important to define the key responsibilities and skills required in a way that leaves no room for ambiguity. 

For instance, instead of saying, “manage customer relationships,” specify tasks like “serve as the main point of contact for customers post-sale and drive product adoption during onboarding.” 

This level of clarity helps candidates better understand the day-to-day responsibilities of the role and ensures they are equipped to meet its demands.

Include metrics-driven expectations

Incorporating metrics-driven expectations into the job description is an effective way to communicate the role’s objectives and measure success.

For example, setting a goal such as “achieve a 95% customer satisfaction score within the first year” provides candidates with a tangible benchmark for their performance.

Including these types of specific, measurable goals not only helps candidates understand what success looks like but also aligns them with the company’s broader objectives. 

Metrics-driven expectations can also indicate that the organization values accountability and results, which can be appealing to goal-oriented professionals.

Emphasizing collaboration

Collaboration is a cornerstone of the CSM role, and this should be emphasized in the job description. Highlighting cross-functional collaboration, such as working with sales, support, and product teams to address customer challenges, demonstrates the dynamic nature of the role. 

It also signals that the organization values teamwork and effective communication. By outlining how the CSM will act as a bridge between customers and internal teams, you not only set expectations for the role but also attract candidates who excel in fostering relationships and aligning diverse perspectives toward a common goal.

Highlighting growth opportunities

Growth opportunities are a powerful motivator for attracting candidates who want to make a meaningful impact. A well-written job description should convey how the CSM role contributes to the success of the organization and offers room for professional advancement. 

For example, you could mention opportunities to lead strategic initiatives, mentor junior team members, or take on broader responsibilities as the company scales. 

By highlighting the potential for career growth, you appeal to candidates who are looking for a role that allows them to develop their skills while driving significant value for the business.

Customer Success Manager Job Description Template

It can be easier to work with an existing template when designing the job description for your company. A template like this provides a framework that you can adapt to your needs:

About [Your Company Name]:

Provide a brief description of your company, its mission, and the value it provides to customers. For example:
“At [Your Company Name], we help [target audience] achieve [specific outcomes] through [product/service]. Our team is passionate about driving customer success and creating long-term value for our clients.”

Job Summary:

We are looking for a motivated and customer-focused Customer Success Manager (CSM) to join our team. As a CSM, you will be the primary advocate for our customers, ensuring they achieve their desired outcomes and have a seamless experience with our product or service.

You will be responsible for driving customer engagement, retention, and satisfaction by building strong relationships and delivering value at every touchpoint.

Key Responsibilities:

• Act as the main point of contact for assigned customers, guiding them from onboarding through their entire lifecycle.
• Drive product adoption by providing training, resources, and ongoing support tailored to customer needs.
• Monitor customer health metrics, such as NPS, CSAT, and engagement levels, to proactively address risks and identify upselling opportunities.
• Collaborate with sales, support, and product teams to resolve customer challenges and gather feedback for continuous improvement.
• Build and execute success plans that align with customer goals and track progress using KPIs.
• Conduct regular check-ins and Quarterly Business Reviews (QBRs) to ensure customers are achieving their objectives.

Key Competencies:

• Proven experience in Customer Success, account management, or a related field.
• Strong communication and interpersonal skills, with the ability to build trust and foster relationships.
• Analytical mindset with experience using metrics like NPS, CSAT, and CES to measure success.
• Problem-solving and critical thinking skills to address challenges proactively.
• Familiarity with Customer Success tools such as [e.g., Velaris, Gainsight, HubSpot].

Preferred Qualifications:

• [Number] years of experience in a similar role.
• Bachelor’s degree in [relevant field] or equivalent work experience.
• Experience working in SaaS or a technology-focused company.

Metrics for Success:

Include clear metrics to define success in this role, such as:

• Achieving a [specific percentage] increase in customer satisfaction scores (e.g., NPS or CSAT).
• Reducing customer churn rate by [specific percentage].
• Driving product adoption metrics within the first [timeframe].

What We Offer:

Highlight your company’s benefits and perks, such as:

• Competitive salary and bonus structure.
• Flexible work hours and remote work opportunities.
• Professional development and training programs.
• Health insurance, retirement plans, and other benefits.
• Opportunities for growth within the company.

How to Apply:

Interested candidates should submit their resume and a cover letter to [email address or application portal link]. Please include examples of how you’ve driven customer success in previous roles.

This template can be tailored to fit your company’s specific needs and goals, ensuring clarity and alignment for both the hiring team and prospective candidates.

Conclusion

A strong Customer Success Manager job description isn’t just about hiring—it’s about defining how this critical role can impact your business. 

By outlining clear responsibilities and focusing on the skills that matter most, you can build a high-performing team that supports both customers and your bottom line.

If you’re ready to take your Customer Success team to the next level, consider exploring tools like Velaris that can help your newly hired CSM’s to streamline workflows and align responsibilities with business goals. Book a demo today. 

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