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 

    TaskRelated trait(s)
    Building and maintaining relationships with customers Communication skills – Understanding others  Understanding customers and others Extroversion Integrity 
    Training customers on provided products or services Communication skills – Understanding others  Understanding customers and others Extroversion
    Identifying upselling and cross selling opportunities Communication skills – Understanding others  Understanding customers and others Extroversion
    Collaborating other teams such as sales and marketing Communication skills – Understanding others  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 Communication skills – Understanding others  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 Communication skills – Understanding others  Teamplayer Helping Others 

    Soft skills measured by TraitForward

    TraitNo of QuestionsCronbach’s  alpha (α)
    Communication skills – Understanding others80.71
    Do they understand others?
    Communication Expressiveness110.84
    Do they express themselves effectively?
    Making plans paying attention to details80.77
    Do they have a desirable work ethic?
    Creativity and problem solving80.77
    Are they creative problem solvers?
    Understanding customers and others60.70
    Do they understand the emotions of others?
    Extroversion60.75
    Are they skilled handling social situations?
    Integrity80.71
    Are they moral, honest, do they follow rules?
    Social confidence40.72
    Are they able to express themselves social situations?
    Teamplayer Respect for rules90.74
    Do they follow rules?
    Teamplayer Helping Others60.75
    Do they like helping others?
    Teamplayer Positive group practices90.72
    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.

    Did you Know?

    Source: US Department of Labor – Bureau of Labor Statistics

    Median wage: 

    $116,855 / per year

    $56 / hour

    The median annual wage for this profession is $116,855. Nonetheless several professionals may not be paid in that rate. A relatively low salary the 10th percentile of the annual wage is $82,262 whilst a relatively high salary, the 90th percentile of the annual wage is $160,043.

    Expected employment growth:

    Number (in thousands in 2021):

    Number (in thousands in 2031):

    Employment percent change:

    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

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