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 | Communication skills – Understanding others Communication Expressiveness Understanding customers and others Extroversion Integrity Social confidence |
Training customers on provided products or services | Communication skills – Understanding others Communication Expressiveness Understanding customers and others Extroversion |
Identifying upselling and cross selling opportunities | Communication skills – Understanding others Communication Expressiveness Understanding customers and others Extroversion |
Collaborating other teams such as sales and marketing | Communication skills – Understanding others Communication Expressiveness 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 Communication Expressiveness 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 Communication Expressiveness Teamplayer Helping Others Teamplayer Positive group practices |
Soft skills measured by TraitForward
Trait | No of Questions | Cronbach’s alpha (α) | |
---|---|---|---|
Communication skills – Understanding others | 8 | 0.71 | |
Do they understand others? | |||
Communication Expressiveness | 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
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