Customer Success Manager Job Description Template

The customer success manager owns the relationship after the sale, working to make sure customers get enough value that they renew and expand. The role covers adoption, business reviews, risk identification and the difficult conversations that come before a renewal is at risk. It is a commercial role built on genuine helpfulness rather than account management alone.

Typical Duties and Responsibilities

• Own a portfolio of customer accounts and their outcomes
• Drive adoption and demonstrate value against the customer’s goals
• Run regular business reviews with customer stakeholders
• Identify churn risk early and act on it
• Manage renewals and identify expansion opportunities
• Coordinate internal resources to resolve customer issues
• Maintain accurate account health and forecast data
• Gather and communicate product feedback with commercial context
• Build relationships beyond the day to day contact
• Support customers through changes in their own organization

Education

• Bachelor’s degree in business, communications or a related field

Required Skills and Experience

• 3+ years in customer success or account management in software
• Track record of retention and expansion outcomes
• Ability to hold a business conversation with senior stakeholders
• Enough product understanding to advise credibly
• Skill at identifying risk before it becomes a cancellation
• Strong organization across a portfolio of accounts
• Comfort with commercial conversations including renewals
• Clear written communication

Preferred Qualifications

• Experience with enterprise accounts
• Familiarity with a customer success platform