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Career Definition of Customer Success Managers
As a customer success manager, you will specialize in serving as the liaison between an organization and its customers. The primary focus of this role is to maintain positive relationships with an organization's current customer base and foster new relationships. To do so, you will not only need to understand an organization's target demographic, but also current marketplace trends. This role is needed in a variety of industries from corporate marketing to information technology.
In your role as a customer success manager, you will work to maintain customer satisfaction, while also working to increase an organization's earnings. You will do so by serving as the direct contact for customer concerns and questions. You may be tasked with keeping in regular contact with customers, such as on a quarterly basis. As a customer success manager, you may also be tasked with evaluating customers' accounts and providing guidance on how to improve business performance. Other job duties can include collaborating with sales and legal personnel on new contracts or renewals, attending industry events like trade shows, and assisting the organization with developing overall strategic goals.
|Educational Requirements||Bachelor's degree|
|Job Skills||Superior interpersonal skills, strong project management abilities, and effective analytical skills|
|Average Salary (2018)*||$78,818|
|Job Outlook (2016-2026)**||8% (Managers, All Other)|
Sources: *Glassdoor.com, **U.S. Bureau of Labor Statistics (BLS)
As a customer success manager, you will want to pursue a bachelor's degree in business or a related field. A strong background in customer service is needed for this career. If you desire, you can pursue certification through an organization like Cisco that will highlight your skills as a customer success manager. The organization offers the Customer Success Manager Specialist certification, which consists of passing a test.
A career as a customer success manager involves frequently dealing with customers, either in person or online. You will need superior interpersonal skills for such a role, particularly when dealing with unsatisfied customers. You will also need strong project management abilities to successfully oversee a diverse portfolio of clients. In addition, you should have effective analytical skills to evaluate what customers are looking for and develop ways to improve interactions with them.
Career Outlook and Salary
As a customer success manager, Glassdoor reports you can earn an average salary of $78,818. The job outlook for customer success managers is not specifically covered by the U.S. Bureau of Labor Statistics (BLS). Instead, this profession would fall under the category of managers, all other. This category has an anticipated job growth of 8% for the 2016-2026 decade, which is average for all careers.
If you are interested in working as a customer success manager, you may want to consider one of the related careers below. They all require superior interpersonal skills.