Marketing / Advertising, E-Commerce / Digital Services, Sales / Business Development
Customer Success Manager
Overview
A customer success manager is responsible for building and maintaining relationships with customers to ensure their satisfaction with a product or service. They act as a liaison between customers and the company and may provide training, support, and guidance to help customers achieve their goals.
The main responsibilities of a customer success manager may include onboarding new customers, providing training and education on product features and best practices, identifying and addressing any issues or concerns that customers may have, and collaborating with internal teams to ensure customer needs are being met.
Common tasks
| Task | Related trait(s) |
|---|---|
| Building and maintaining relationships with customers | Effective listening Effective communication Understanding customers and others Extroversion Integrity Social confidence |
| Training customers on provided products or services | Effective listening Effective communication Understanding customers and others Extroversion |
| Identifying upselling and cross selling opportunities | Effective listening Effective communication Understanding customers and others Extroversion |
| Collaborating other teams such as sales and marketing | Effective listening Effective communication Understanding customers and others |
| Developing strategies to improve customer satisfaction | Making plans paying attention to details Understanding customers and others |
| Maintaining knowledge regarding the products or services provided | Making plans paying attention to details |
| Identifying and resolving customer issues | Effective listening Effective communication Creativity and problem solving Understanding customers and others Integrity |
| Analyzing data to identify opportunities for improvement | Making plans paying attention to details |
| Preparing reports to senior management and other stakeholders | Making plans paying attention to details |
| Training junior team members | Effective listening Effective communication Teamplayer Helping Others Teamplayer Positive group practices |
Soft skills measured by TraitForward
| Trait | No of Questions | Cronbach’s alpha (α) | |
|---|---|---|---|
| Effective listening | 8 | 0.71 | |
| Do they understand others? | |||
| Effective communication | 11 | 0.84 | |
| Do they express themselves effectively? | |||
| Making plans paying attention to details | 8 | 0.77 | |
| Do they have a desirable work ethic? | |||
| Creativity and problem solving | 8 | 0.77 | |
| Are they creative problem solvers? | |||
| Understanding customers and others | 6 | 0.70 | |
| Do they understand the emotions of others? | |||
| Extroversion | 6 | 0.75 | |
| Are they skilled handling social situations? | |||
| Integrity | 8 | 0.71 | |
| Are they moral, honest, do they follow rules? | |||
| Social confidence | 4 | 0.72 | |
| Are they able to express themselves social situations? | |||
| Teamplayer Respect for rules | 9 | 0.74 | |
| Do they follow rules? | |||
| Teamplayer Helping Others | 6 | 0.75 | |
| Do they like helping others? | |||
| Teamplayer Positive group practices | 9 | 0.72 | |
| Do they like being included in a group? | |||
Did you Know?
Source: US Department of Labor – Bureau of Labor Statistics
Median wage:
$116,855 / per year
$56 / hour
A relatively low annual wage is $82.262 (10th percentile)
A relatively high salary of the annual wage is $160,043 (90th percentile)
Entry Education level:
To become a customer success manager, one typically needs a bachelor’s degree in a relevant field, such as business, marketing, or communications. They must have strong communication and interpersonal skills and be able to build and maintain strong relationships with customers. Additionally, customer success managers must be able to work well in a team environment and have excellent problem-solving and critical thinking skills. They should also have a strong understanding of the company’s products or services and be able to effectively communicate their value to customers.
Find out the psychometric properties for the Customer Success Manager Traitforward questionnaire