What does a Customer Success Manager do?

A Customer Success Manager owns the relationship with customers after the sale, guiding onboarding, driving adoption, and making sure clients reach the outcomes they signed up for. Day to day they monitor account health, run business reviews, and manage renewals and expansion so customers stay and grow.

What are the main responsibilities of a Customer Success Manager?

The core duties are onboarding new customers, tracking adoption and health, running quarterly business reviews, and managing renewals. Most CSMs also identify expansion opportunities, run save plays on at-risk accounts, and channel customer feedback back to the product team.

What skills does a Customer Success Manager need?

Strong relationship and communication skills come first, since the role is about earning trust and influencing outcomes. Equally important is comfort with data: reading usage trends and health scores to act before a customer churns. Organization and cross-functional coordination round out the profile.

What should a Customer Success Manager job description include?

A good Customer Success Manager job description opens with a clear definition and brief, then lists key responsibilities, full duties, and the required experience and skills. Naming the tools you use (CRM, success platform) and the retention metrics the role owns helps the right candidates self-select.

Who does a Customer Success Manager work with?

Customer Success Managers work closely with sales during handoff, with support and engineering on issue resolution, and with product on feedback. Externally they partner with customer champions and executive sponsors across the accounts in their portfolio.

Customer

Customer Success Manager Job Description

Customer Support Executive Account Manager Customer Service Representative Technical Support Engineer Customer Experience Manager Support Team Lead

About the role

We are looking for a Customer Success Manager to own a portfolio of accounts from onboarding through renewal. You will run onboarding plans, track product adoption, and step in early when usage or sentiment slips, turning happy customers into advocates and referrals. The ideal candidate reads a health score like a story and knows when to coach, when to escalate, and when to pitch an upsell.

Key responsibilities

Drive product adoption and measurable outcomes across your account portfolio
Own renewals and identify expansion opportunities
Reduce churn by catching and resolving risk early

Responsibilities

Own onboarding for new customers with a structured plan and clear success milestones
Build and maintain account health scores using product usage and engagement data
Run quarterly business reviews that tie product usage to customer outcomes and ROI
Forecast and manage renewals, negotiating multi-year and expansion terms
Spot upsell and cross-sell signals and hand qualified expansion leads to sales
Create success plans that map customer goals to product features and adoption steps
Monitor at-risk accounts and run structured save plays before renewal dates
Serve as the escalation point for product issues and coordinate fixes with support and engineering
Capture product feedback and feed a prioritized voice-of-customer log to the product team
Track and report on net revenue retention, churn, and adoption metrics for your book

Requirements

Bachelor's degree in business, communications, or a related field, or equivalent experience
3 or more years in customer success, account management, or a client-facing SaaS role
Track record of hitting renewal, retention, or net revenue retention targets
Experience managing a portfolio of accounts and running executive-level reviews
Comfort with CRM and customer success platforms and reading usage data

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