Free template · Customer Service

Customer Success Manager job description template

A customer success manager works with existing customers after the sale to make sure they adopt the product, achieve their goals, and renew. They run onboarding and check-ins, monitor account health, and spot expansion opportunities and churn risks early. Copy this template, replace the bracketed parts, then run it through the free JD Analyzer.

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Customer Success Manager

About the role

[Company Name] is seeking a Customer Success Manager to help our customers get lasting value from our product. You will own a portfolio of accounts after the sale, leading onboarding, check-ins, and business reviews. You will monitor account health, prevent churn, and work with sales on renewals and expansion. This role is ideal for a proactive relationship-builder who cares about customer outcomes.

Responsibilities

Manage a portfolio of customer accounts from onboarding through renewal
Lead onboarding and help customers reach early success
Run regular check-ins and quarterly business reviews
Monitor usage and account health to spot risks early
Build and carry out success plans for at-risk accounts
Identify and pursue expansion opportunities with sales
Manage the renewal process and forecast retention
Share customer feedback and feature requests with product
Coordinate with support on escalated issues
Track and report on retention, adoption, and satisfaction metrics

Requirements

Experience in customer success, account management, consulting, or a related role
Strong relationship-building and communication skills
Experience managing multiple accounts and priorities
Comfort using data to assess account health
Ability to lead meetings with customer executives
Experience with CRM or customer success platforms
Problem-solving skills and a proactive mindset

Nice to have

Experience with SaaS or subscription businesses
Experience managing renewals or upsells
Familiarity with tools like Gainsight, ChurnZero, or similar
Experience in our customers' industry

Pay

[Pay range] · [Benefits summary]

Pay transparency

Many states, including CA, CO, NY, WA, and IL, require a good-faith pay range in job postings, including any variable pay tied to retention; check your state's rules.

See the rules for your state in HR laws by state.

Write a more inclusive posting

Avoid 'customer success guru' or 'superstar'; describe the actual portfolio size and responsibilities.
Clarify travel expectations and percentage instead of 'occasional travel', so candidates can plan and request accommodations.
Do not require experience with a specific customer success platform; the skills transfer easily between tools.

Hiring a customer success manager?

Prepare the interview too: 15 questions, red flags and questions to avoid.

Customer Success Manager interview questions

Frequently asked questions

What is the difference between customer success and customer service?

Customer service mainly reacts to questions and issues, while customer success proactively helps customers reach their goals, adopt the product, and renew. Both matter, but the skills and metrics differ.

How can I test a customer success manager's skills in an interview?

Give them a sample account with usage data and a renewal date, and ask them to outline a plan. Their approach shows how they assess risk and drive outcomes.

What should a customer success manager job description include?

State the number and type of accounts, whether they own renewals or expansion, and key metrics. That helps candidates understand the role's scope and commercial expectations.

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