Customer Success Manager Job Description Template

About [Company Name]

We're building software that customers can't live without. Our net revenue retention is 135%, our churn is under 5%, and our customers regularly tell us we've transformed their business. That's not an accident – it's the result of exceptional customer success.

We believe customer success is the key to sustainable growth. Happy customers don't just renew – they expand, advocate, and become our biggest growth driver.

The Role

We're looking for a Customer Success Manager who's equal parts consultant, teacher, and advocate. You'll own a portfolio of 30-50 accounts, ensuring they achieve their goals with our product while identifying opportunities for growth.

Your Success Metrics:

Gross Revenue Retention: 95%+
Net Revenue Retention: 120%+
Customer Health Score: 85%+
NPS from your accounts: 60+

What You'll Do

Drive Adoption: Onboard new customers and ensure they reach their "aha" moment quickly
Build Relationships: Become a trusted advisor to key stakeholders
Ensure Success: Proactively identify and resolve issues before they become problems
Expand Accounts: Identify upsell opportunities and work with sales to close them
Gather Insights: Be the voice of the customer internally, influencing product roadmap
Create Resources: Develop playbooks, templates, and best practices
Run QBRs: Conduct quarterly business reviews that demonstrate value
Prevent Churn: Identify at-risk accounts and develop recovery plans
Educate Users: Run training sessions and webinars

You'll Thrive in This Role If You:

Genuinely care about customer outcomes
Can explain complex concepts simply
Think strategically while executing tactically
Stay calm under pressure
Love solving problems creatively
Can manage multiple priorities without dropping balls
Get energy from happy customers

What We're Looking For

Must-Haves:

2-4 years of customer success or account management experience
Experience in B2B SaaS, preferably with mid-market accounts
Track record of achieving retention and expansion targets
Excellent communication and presentation skills
Strong problem-solving abilities
Comfort with data analysis and reporting
Experience with CRM and CS tools

Nice-to-Haves:

Experience in [relevant industry]
Technical background or ability to understand APIs
Project management certification
Experience with customer success platforms (Gainsight, ChurnZero)
Track record of process improvement
Second language skills

A Day in Your Life

9:00 AM: Check customer health dashboard, identify any red flags
9:30 AM: Customer call - help them optimize their workflow
10:30 AM: Prepare QBR deck showing 300% ROI
11:30 AM: Internal sync with product team about feature requests
1:00 PM: Lead training webinar for 20 customers
2:30 PM: Strategic planning call with enterprise account
3:30 PM: Write best practices guide based on top performer
4:30 PM: Review usage data and reach out to inactive accounts

What We Offer

Compensation: $70,000 - $100,000 + equity
Commission: Bonus for expansion revenue (up to 20% of base)
Remote First: Work from anywhere in US timezones
Career Growth: Clear path to Senior CSM or Team Lead
Learning Budget: $1,500/year for training and conferences
Benefits: Health, dental, vision, 401(k), unlimited PTO
Equipment: MacBook + home office stipend

Our Interview Process

Initial Screen (30 min): Quick chat about your experience
Hiring Manager Interview (45 min): Deep dive into CS philosophy
Mock Customer Call (45 min): Role-play a challenging situation
Panel Interview (90 min): Meet with sales, product, and leadership
References & Offer: We check references and move fast

Ready to Delight Customers?

If you're passionate about customer success and want to join a team where your impact is measured and celebrated, we'd love to hear from you.

In your application: Tell us about a time you turned an unhappy customer into a champion.

About This Customer Success Manager Job Description Template

This comprehensive customer success manager job description template has been crafted to help you attract top talent in today's competitive market. Based on analysis of successful job postings from leading companies, this template includes all essential elements needed to communicate your opportunity effectively.

What Makes This Template Effective

Clear Structure: Organized sections make it easy for candidates to scan and understand the role
SEO Optimized: Includes relevant keywords to improve visibility on job boards and search engines
Inclusive Language: Written to appeal to diverse candidates and avoid unconscious bias
Comprehensive Coverage: Covers responsibilities, requirements, and benefits thoroughly
Customizable Format: Easy to modify for your specific needs and company culture

How to Use This Template

Copy the template using the button above
Replace all placeholder text (marked with brackets) with your information
Adjust requirements and responsibilities based on your specific needs
Add any unique perks or benefits your company offers
Review for accuracy and compliance with local regulations
Post to your careers page and job boards

Best Practices for Customer Success Manager Hiring

When hiring for a customer success manager position, focus on both technical skills and cultural fit. The best candidates will not only have the required experience but also align with your company's values and long-term vision. Use this template as a starting point, but don't forget to inject your company's personality and unique value proposition.