Marketing / Advertising, E-Commerce / Digital Services, Sales / Business Development

Customer Success Manager

Related positions: Customer Success Manager, Client Success Manager, Customer Service Manager, Customer Support Manager, Customer Care Manager, Customer Relationship Manager, Account Success Manager, Client Service Manager, Customer Engagement Manager, Customer Experience Manager, Customer Advocate Manager, Customer Success Specialist, Customer Success Executive, Customer Retention Manager, Customer Onboarding Manager, Customer Success Consultant

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 

    TaskRelated trait(s)
    Building and maintaining relationships with customers Empathetic Listening  Empathetic Customer Insight Social Engagement Proficiency Trust-Building Authenticity 
    Training customers on provided products or services Empathetic Listening  Empathetic Customer Insight Social Engagement Proficiency
    Identifying upselling and cross selling opportunities Empathetic Listening  Empathetic Customer Insight Social Engagement Proficiency
    Collaborating other teams such as sales and marketing Empathetic Listening  Empathetic Customer Insight
    Developing strategies to improve customer satisfaction Meticulous Execution Empathetic Customer Insight
    Maintaining knowledge regarding the products or services provided Meticulous Execution
    Identifying and resolving customer issues Empathetic Listening  Innovative Problem-Solving Empathetic Customer Insight Trust-Building Authenticity
    Analyzing data to identify opportunities for improvement Meticulous Execution
    Preparing reports to senior management and other stakeholders Meticulous Execution
    Training junior team members Empathetic Listening  Compassionate Teamwork 

    Soft skills measured by TraitForward

    TraitNo of QuestionsCronbach’s  alpha (α)
    Empathetic Listening80.71
    Do they understand others?
    Inspirational Communication110.84
    Do they express themselves effectively?
    Meticulous Execution80.77
    Do they have a desirable work ethic?
    Innovative Problem-Solving80.77
    Are they creative problem solvers?
    Empathetic Customer Insight60.70
    Do they understand the emotions of others?
    Social Engagement Proficiency60.75
    Are they skilled handling social situations?
    Trust-Building Authenticity80.71
    Are they moral, honest, do they follow rules?
    Interpersonal Composure40.72
    Are they able to express themselves social situations?
    Team-Oriented Responsibility90.74
    Do they follow rules?
    Compassionate Teamwork60.75
    Do they like helping others?
    Inclusive Teamwork90.72
    Do they like being included in a group?
    *Cronbach’s alpha coefficient (α) determines the extent to which the questions consistently measure each trait and it is expressed as a number ranging between 0 and 1 . Higher values indicate higher agreement between questions.  A value of α equal to greater than .7 indicates acceptable reliability or internal consistency.  For more information on the psychometric properties of the solution, please click here.

    Find out the psychometric properties for the Customer Success Manager Traitforward questionnaire

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