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senior customer success manager job description

Ensure each client understands the ROI/value [redacted] delivers to their business through conducting virtual or on-site business reviews to each client that align to our client’s business goals and objectives. Identify new opportunities for customers to use [redacted] products. Page 1 of 3,615 jobs. They ensure customers are satisfied with the … These examples should provide you with more details on the job function and what should be expected of candidates in terms of responsibilities and requirements. Senior Customer Success Manager in Miramar, FL. Or if you’re ready to hire, post your job on Indeed. The average salary for a Senior Customer Success Manager is $87,143. Identify and prioritize product/service updates that reflect customer requests, industry, market and competitor trends and report to key stakeholders. Excellent written, verbal, presentation and phone communication skills, with the ability to adapt conversations for technical and non-technical audiences. Most importantly, CSMs build strong relationships with customers and ensure they are optimizing a product or service to receive the highest ROI. The title “customer success manager” is used for a variety of sales roles, some old and some new. CSMs report to general managers, business managers or VPs of customer success and may evolve into those higher roles as they advance in their career. You will serve as the primary point of contact for key customers, understand customer success criteria, address questions, resolve issues and over time serve as a trusted [redacted] advisor. Learn how Microsoft empowers your best work when you choose Customer Success as a career. We are seeking a dynamic individual who has proven [redacted] customer success experience in reducing churn, improving customer adoption, securing upsells, building lasting relationships and turning customers into product champions. Act as point-of-contact for … Identify product improvements or new products by remaining current on customer needs, industry trends, market activities, and competitors. Every job description needs to include a salary range. Conduct weekly, quarterly and annual customer success reports to ensure customers optimize our product/service, issues are resolved proactively and customer goals are met. You’ll be instrumental in creating long-lasting [redacted] partnerships and responsible for delivering ROI analysis for your client base to drive positive client outcomes for [redacted]. Who can use this CSM description? X years in Customer Success, Consulting, Business Development, Sales or related field. Creating a list of responsibilities is especially critical in Customer Success, since as we all know, this team can be pulled into many different activities. Strong leadership, teamwork, & cross-group collaboration skills. On the other hand, we’re using several third party tools to help us run our website with all its functionality. Coordinate with business users and procurement to ensure timely renewals. It's easy to customize with key duties and responsibilities for your company. This template is for you to customize and adapt to fit your needs and reflect your company’s personality. Senior Customer Success Manager Jobs, Employment | Indeed.com The job title is a mid-level management level position in … [redacted] is seeking a [redacted] Customer Success Manager to focus on building, retaining and growing our [redacted] Clients. Apply for Customer Success jobs at Microsoft. Bachelor’s Degree or equivalent experience in Customer Success, Customer Support, Sales, Business Development or Account Management or related field. Sample customer service manager resume. Create and drive a value realization plan for customers. Senior Customer Success Manager jobs. Additionally, if a Customer Success Manager in your company is expected to manage a customer service team, prior supervisory or leadership experience may be desirable in a quality candidate. Provide insight and relay the voice of customer with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering. They may also work with Marketing, Product, Technical Support, Operations, Finance and Engineering to relay feedback, questions and concerns across teams. This site uses cookies for analytics, personalized content and … Serve as a product, company and industry ambassador, keen on educating prospects and customers on the capabilities of [insert product/service]. This role will proactively engage in the day to day management of the account, including strategic account planning and customer success issue resolution. If you know what you're looking for, feel free to skip ahead. If you are a Customer Success champion who thrives in a [redacted] environment, constantly improving customer relationships, adoption and growth while seeking endless opportunities to grow professionally, this is the position for you! Successful candidates will be: innovative, persuasive, creative and have a genuine curiosity in their clients' business. Analyze customer data to improve customer experience. The Senior Manager impacts product adoption, expansion sales, and retention by delivering a best-in-class customer experience…Measure the effectiveness of customer success by evaluating … A quality candidate for a software company may have education and training in computer science, programming languages or a related discipline. We are seeking a candidate that has proven success in developing strategic relationships in large organizations leading to high retention rates, high NPS scores and expansion opportunities. FREE RESOURCE: JOB DESCRIPTION TEMPLATE LIBRARY. Previous experience growing, scaling, training and supervising a CSM team. Experience with Salesforce.com and other CRM tools. Customer Service Manager Job Responsibilities: Maintains customer satisfaction by providing problems-solving resources. Ability to perform and deliver in a fast paced environment. Examples of skills and qualifications include: The average salary for a Customer Success Manager is $60,907 per year. If you said true, maybe you should consider applying for the role — once you finish writing this job description, that is. A Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. Work with Account Executives to support the sales process. Here’s the job description that I created for the Director of one of our high-touch teams. [Use this section to provide a high level overview of your company, culture, perks and benefits, career development opportunities and anything else that will get candidates excited about your company.]. Maintain strong relationships with customers and ownership of customers’ success with [redacted] measured through renewal rate, NPS and other metrics that measure customer sentiment. Gainsight description for National Accounts CSM. You will apply best practices and solutions to each client based on their individual business goals and objectives. Position Overview: Given our business model, where our customers pay us over time, Customer Success … Proven experience building strong customer relationships and efficiently communicating internal and external voices. We are currently seeking a customer-centric, energetic, and highly-motivated individual to join our Customer Success Team. Indeed ranks Job … Additionally, quality candidates will have the ability to quickly learn about your company’s products and services to establish themselves as experts in the field. The Customer Success Manager (CSM) is responsible for cultivating and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and … Cross Market Average Salary for an Customer Success Manager: $67,487, Everything You Need to Write a Customer Success Manager Job Description, Five Customer Success Manager Job Description Examples, Customer Success Manager Job Description Template, Customer Success Manager Salary Information, Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude. Proven proficiency in customer retention, presentation skills, and ability to work independently to drive a virtual team to deliver customer success. Proactively identify account risks and drive mitigation strategy. Ready to hire a Customer Success Manager? While this statement may not be quite so black and white, it is still absolutely necessary to have someone on your team who can mediate, counsel and empathize with both internal and external teams to ensure customer expectations of your product or service are met and (hopefully) exceeded. Feel free to click on each market to further your compensation research. Customer Success Managers may work with customers directly to manage client relationships or may supervise a team of customer service representatives. The job description is a candidate’s first impression of your company. Now that you have a basic understanding of what Customer Success Managers do, let’s dive a bit deeper and look at a few job description examples. For the right candidate, this is a career-defining opportunity to join us at a critical moment and truly have a significant impact. Build a Customer Success Manager job description, Art Director Job Description | Indeed.com, Assistant Teacher Job Description Sample | Indeed.com, Caseworker Job Description Sample | Indeed.com, CTO Chief Technology Officer Job Description Sample | Indeed, Diesel Mechanic Job Description Sample | Indeed, Director of Sales Job Description Sample | Indeed.com, Logistics Specialist Coordinator Job Description Sample | Indeed, Manufacturing Engineer Job Description Sample | Indeed, Marketing Director Job Description Sample | Indeed, Medical Technologist Job Description Sample | Indeed, Millwright Job Description Sample | Indeed, Network Administrator Job Description Sample| Indeed, Outside Sales Representative Job Description Sample | Indeed.com, Patient Care Technician Job Description Sample | Indeed, Phlebotomist Job Description Sample | Indeed, Prep Cook Job Description Sample | Indeed, Procurement Manager Job Description Sample | Indeed.com, Production Supervisor Job Description Sample | Indeed, Program Coordinator Job Description Sample | Indeed, Real Estate Agent Job Description Sample | Indeed, Software Engineer Job Description Sample | Indeed, Sous Chef Job Description Sample | Indeed.com, Tax Preparer Job Description Sample | Indeed.com, Establish and maintain customer relationships, Establish customer service policies and practices, Provide high-level technical and product support, Supervise and develop customer success teams, Knowledge of best practices in customer service and retention, Proficient with applicable software applications, Strong aptitude for technical software products. [redacted] is looking for a proven Customer Success Manager to manage a set of large accounts in order to help drive a high level of customer satisfaction, successful product use, and customer retention. Gainsight is … Examples of Customer Success Manager duties and responsibilities include: A successful Customer Success Manager candidate will have various prerequisite skills and qualifications to perform the required duties, including impeccable customer service skills as well as strong written and verbal communication skills. When estimating the salary for a Customer Success Manager in your company, it is important to consider the average salary for your industry. Must work well within a team environment. Track record of exceeding quarterly and annual goals. A Customer Success Manager seeks to develop a positive customer experience and fosters relationships and support brand loyalty. Their job is to work closely with customers to ensure they are satisfied with the … Customer Success departments are relatively new and are most common in technical and software companies. Use these job description examples to create your next great job posting. A quality job description that clearly defines the responsibilities and skills your company expects of the right hire will help you attract quality candidates. Find our Senior Customer Success Manager job description for Immersive Labs located in United States, as well as other career opportunities that the company is hiring for. While you're here, why don't you post your job to Indeed! Ownership of any investment cases to support the customer’s success. Successful Customer Success Managers will help increase customer retention by establishing themselves as credible authorities in the industry to build and maintain customer relationships. True or False: The customer is always right. Hey there! Develop and execute on account strategies for [redacted] accounts, while working alongside [redacted] sales team to deliver positive outcomes for [redacted] clients. Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternate solutions tailored to individual needs. Customer Success Managers are responsible for establishing and building customer relationships to promote customer retention and loyalty. Identify and build advocacy relationships with strategic customers acting as a marketing channel through case studies, speaking opportunities, references, etc. Customer Success Support The Global Support work environment is highly client focused and fast paced, operating globally to provide technical support at any time, anywhere. Proven track record of sustaining & growing complex relationships including contract management. The average salary and salary distribution ranges vary by industry, with service industries at the lower end of the range and technical or medical industries at the higher end. They often act as the primary point of contact for the company’s customers and connect customers with specific teams to address specific requests. Successful Customer Success Managers establish themselves as trusted advisors with strong domain knowledge in their industry. Director of Customer Success… Help drive customer strategy and maintain account direction working collaboratively with the Customer Success organization. Check out jobs in Customer Success available at Microsoft. Renewals: Customer renewals are what keep the recurring revenue recurring. Customer Success Managers are responsible for establishing and building customer relationships to promote customer retention and loyalty. Performs daily reviews of client scorecard performance and takes action to ensure deliver against the client contract. The best customer success managers are cross-functional, and it’s best to highlight this expectation in the job description. The ideal candidate should have a proven track record of [redacted] account management, maintaining high customer renewal rates as a result of ongoing customer engagement, technical leadership, and outstanding communication skills. This role will work directly with Sales, Technical Support, Operations, Professional Services and Finance. For all the pros and cons inherent in this position, compensation tends to be good. Finding the right candidate or assigning someone to fill this new role can be … Position OverviewThe Senior Customer Success Manager (CSM) is responsible for developing and expanding customer relationships that promote retention and loyalty leading to a successful renewal. The Customer Success Manager will be a key member of the team responsible for the … the ambiguity often associated with software, the Customer Success Manager will need to be … Responsibilities: … A Customer Success Manager should have thorough knowledge of the industry and be a credible authority in that domain. Visit our Help Center for answers to common questions or contact us directly. If you said false, you may be in need of a Customer Success Manager (CSM). For example, a quality candidate for a financial or accounting firm may have earned a degree from a four-year college or university in finance, accounting or a related discipline. Identify and forecast risk as well as growth opportunities within portfolio. A quality Customer Success Manager candidate for your company should have education, certification and training in a discipline relevant to your industry. Update and maintain Sales database with the most relevant account details. A Customer Success Manager, also known as a Customer Support Manager, builds strong relationships with customers and monitors their experience with a product or service. The Customer Success Manager (CSM) is responsible for cultivating and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. While candidates do love to hear about your fun perks and benefits, when it comes down to their final decision, money remains a top priority. The ideal candidate will have past experience working with large, complex organizations in the [redacted] industry. Customer Success Manager Tasks. Act as the voice of the customer internally; as the steward of the customer relationship, work cross-functionally with Marketing, Sales, Product, and Engineering to ensure a consistent and strong customer message is embedded in processes, Liaise with technical support, accounting and other areas of the business to ensure customer satisfaction, Achieve / exceed target KPIs including but not limited to: renewal %, upsell %, monthly active usage, and NPS, Bachelor’s Degree (or equivalent work experience), 3+ years of experience in Customer Success, Consulting, Sales or related field, Exceptional client management and communications skills, Understand the [redacted] business model and have experience delivering and implementing [redacted] solutions for [redacted] customers, Willingness to travel to customer locations as needed, Strong presentation, meeting facilitation, and written communication skills, Experience working with reseller sales channel models a plus, Experience implementing customer solutions in a [redacted] capacity a plus, Perform initial on-boarding of accounts with [redacted] customers, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime, Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction, Serve as the [redacted] subject matter expert (SME) providing guidance and addressing challenges on work/ project management and collaboration to customers, Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand [redacted] use throughout the account, Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from [redacted], Use usage patterns to gain insights, provide guidance and increase customer satisfaction, Serve as the primary interface to manage and resolve any critical situations, Work closely with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities, Provide expert customer insight to Product Management, Marketing and Sales on what innovation and continuous improvement is needed in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal and referral rates in our larger customers, many of which operate at massive scale, Exceed all performance targets, including maintaining high unit renewal rates, Account management experience, preferably for [redacted], Bachelor's degree in a relevant field is highly preferred, Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base, Outstanding multi-task task management skills across a varied set of responsibilities, Passion for working with [redacted] and a desire to deeply understand [redacted] benefits, use cases, and technical elements, Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises, Ability to build credibility and trust by understanding and addressing customer requirements, Willing to travel periodically based on customer and business need. Customer Success Manager Reach New Heights Cloudreach is the leading multi-cloud…The Customer Success Manager collaborates with partners and key areas of the business to ensure there is … Indeed may be compensated by these employers, helping keep Indeed free for jobseekers. Customer Success Manager Responsibilities: Develop and manage client portfolios. Must be able to proactively drive accounts with minimal oversight. Last but certainly not least — salary information. Before you can hire your next CSM, you'll need to write a job description that accurately relays your company's needs. At least 2-5 years account management experience, preferably in [redacted]. *Indeed provides this information as a courtesy to users of this site. Customer Success Manager … To know what to expect and how your company stands against other markets, we’ve included average Customer Success Manager salaries from seven of the top employment markets nationwide. Ability to effectively communicate through all mediums (verbal, listening, written). This position is designed for an experienced Customer Success Manager who has a high attention to detail, strives for customer success and satisfaction, is articulate and credible, and metrics driven. To be successful in this role, we’re looking for individuals with a consultative mindset who can quickly understand both [redacted] and the industries we serve. It is the lifeline of a … It's … This Customer Service Manager job description template is optimized for posting on online job boards or careers pages. They ensure customers are satisfied with the company’s products and services, provide high-level technical support and work to resolve any customer dissatisfactions. Ability to align internal resources to meet customer requirements and deadlines. Otherwise, keep on reading. A quality Customer Success Manager candidate should be proficient with word processing and presentation software. Visit PayScale to research senior customer success manager salaries by city, experience, skill, employer and more. Need help writing a job description for a specific role? Provide proactive strategy with their assigned customer accounts, Work with customers to ensure they are leveraging [redacted] effectively and finding value in our services, Become an expert in [redacted] and educate customers on the use and benefits of our products, Work closely with Sales, Support, Billing, and other Technical teams to ensure an exceptional customer experience and take care of any customer issues, Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development, Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth, Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes, Maintain a revenue base by managing account retention and renewal, Drive upgrade revenue through increased product adoption and increased usage, Bachelor's degree and 1-3 years of experience in a customer-facing role, such as Customer Success, Customer Support or Account Management, Possess strong phone, written and verbal communication skills with excellent presentation skills, Confident, high energy, self-motivated and a true team player, Experience working with senior and executive level customer contacts, Demonstrated ability and desire to work and excel in fast-paced environment, Excellent multitasking and project management skills, Understanding of Internet and web applications with a desire learn new technologies, Ability to understand and articulate [redacted], Must possess a proven understanding of [redacted]; prior experience in [redacted] preferred, Well-organized, with a high attention to detail and ability to prioritize, Experience with Gainsight and Salesforce a plus, Manage customer and partner activity, risks and growth opportunities in Customer Success Portal and submit accurate weekly forecasts to management, Conduct customer-focused channel partner QBRs (Quarterly Business Reviews), measuring partner performance against pre-established business metrics, Effectively plan and prioritize a high volume of [redacted] and customer activities and requests to manage customer issues / requests, following through in a timely manner, asking clarifying questions to determine the correct source & impact of issues, as well as understanding use cases to coach customers to alternate solutions when possible, Identify and forecast expansion opportunities and partner with sales to successfully close such opportunities. The CSM works closely with our customers alongside Sales, Customer Support, and Product Management and Finance teams to ensure our services are delivered successfully. senior customer success manager Professional Summary Exceptional leader and client advocate who regularly exceeds goals; specializing in successful software implementation and customer retention, … If a Customer Success Manager isn’t exactly what you’re looking for, below are examples of job descriptions for similar positions that may meet your company’s needs. Find our Senior Customer Success Manager (F/M/D) - Paris job description for EcoVadis located in Paris, France, as well as other career opportunities that the company is hiring for. The individual will be given ample opportunity to define and grow the Customer Success function for the newly launched [redacted] product, developing best practices, processes, retention and growth targets and more. Some CSMs are rebranded customer service managers who deal with hygiene issues … Use this customer service manager job description to create a job-winning resume. Senior management positions across all industries averaged base pay of more than $150,000 a year as of the close of 2017, with incentives, bonuses, and perks of an additional $10,000 a year or more. You’ll want to specify which ones are valuable. In order to be successful at [redacted], you must have the following types of traits & skill sets: If five customer success manager job description examples weren’t enough, we’ve taken it a step further by providing a comprehensive Customer Success Manager job description template. While CSMs work closely with key stakeholders in sales and product, as a middle person for internal and external teams, their primary goal is to keep the customer's needs and wants top of mind, regardless of sales quotas and new product releases. ACCESS IT HERE. In order to be successful, they need to know the ins and outs of a product or service to properly educate customers and communicate effectively with a variety of personalities and technical backgrounds. As managers, they play a major role in hiring, training and mentoring the customer success team. The customer success manager role is a relatively new role that is particularly prominent in SaaS-based organizations. Strong empathy for customers AND passion for revenue and growth. Strong understanding of value drivers in recurring revenue business models. Use this sample Customer Success Manager job description as a template you can customize for your company’s needs. Please note that we are not your recruiting or legal advisor, we are not responsible for the content of your job descriptions, and none of the information provided herein guarantees performance. Sort by: relevance - date. January 30, 2020. At a minimum, the role should include working closely with the sales team to … Always send a customer service manager cover letter with your resume and job … These are real job descriptions sourced from our seven online communities, but we have redacted some information to protect the privacy of the companies that originally posted them. Customer success managers serve as liaisons between a company's upper management and customers, and as the first …Read more. We are seeking an energetic Customer Success Manager. This role serves as the … Build trust and create meaningful relationships among champions and key Executives within each account. 5+ years working in an account management, customer success management or equivalent [redacted]. Job Description: Vice President Customer Success. Browse our opportunities and apply today to a Microsoft Customer Success position. Strong understanding of best practices relevant to retaining and growing accounts within a personal portfolio while mitigating risk. I have a new job at Microsoft: Customer Success Manager The new Customer Success … This person will work closely with [redacted] Sales team and act as a liaison between various [redacted] teams in order to ensure our clients are set up for success.

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