What is a Customer Success Manager?
Customer Success teams are being created in companies to enhance and improve the lifecycle of their customers, but also to retain and grow their businesses. A Customer Success Manager is tasked with managing the whole lifecycle of a customer journey and can sometimes work alongside a Customer Success Engineer, who has technical expertise. Post-sale, the Customer Success Manager is the primary point of contact and is tasked with driving customer satisfaction, with the aim of exceeding their customers’ expectations.
Strong Customer Success candidates usually require the following skills:
- Proactive problem-solving skills, with the ability to foresee problems before they arise.
- Exceptional communication skills and a passion to go the extra mile.
- A strong sense of empathy, with exceptional client handling skills.
- Excellent communication and negotiation skills.
- Highly ambitious with a huge drive for success.
Depending on the size of the company, there can be a number of roles within the Customer Success team such as the entry level Customer Success Executive, more experienced Customer Success Manager and a Head of Customer Success, who has overall responsibility for the team and strategy. Some companies will have a solo Customer Success Manager who assumes responsibility for the Customer Success output for the whole business. They will usually work alone but frequently collaborate with other departments within the business.
Recruiting for Customer Success roles
If your business is looking to create a Customer Success team, expand what you have or replace roles within your function, it is vital to find the right candidates to manage, grow and retain your customers. This is an area where we excel. Often these unique roles are filled by individuals with a mix of the right personality, talent, experience, skills and background in your sector but not always the existing ‘customer success’ title. Though we are equally apt at sourcing people in the same roles at your competitors through direct methods. We generally use proactive methods to fill these roles for you and we understand what it takes to attract the very best Customer Success Managers. Call us today for a no obligation, confidential chat.