Customer Success Manager Job Description
Hire a Customer Success Manager to protect and grow revenue by ensuring customers achieve measurable value from your product or service. This template helps employers describe the role, responsibilities and skills candidates need to succeed.
What does a Customer Success Manager professional do?
A Customer Success Manager owns post-sale relationships, driving adoption, retention and expansion by aligning customers' outcomes with your product.
Customer Success Manager job description template
Use this employer-ready example as a starting point, then replace the placeholders and adjust the content so it accurately reflects your vacancy.
Customer Success Manager
About the role
We are looking for a Customer Success Manager to manage a portfolio of customers and ensure they achieve value from
. You will build relationships with key stakeholders, lead onboarding and adoption programmes, monitor health metrics and act as the customer's advocate internally. This role reports to [Head of Customer Success] and suits someone with experience in SaaS customer-facing roles.
Key responsibilities
- Own a portfolio of customers and act as the primary point of contact for their ongoing success and satisfaction.
- Develop and execute onboarding and adoption plans tailored to each customer’s goals and technical environment.
- Monitor customer health scores and usage data; flag risks and run retention or remediation actions.
- Proactively identify expansion, upsell or cross-sell opportunities and coordinate with Sales for commercial discussions.
- Coordinate with Product and Support teams to prioritise customer feedback and resolve issues promptly.
- Run regular business reviews and success planning sessions with customer stakeholders.
- Create and maintain clear documentation of customer goals, milestones and outcomes.
- Track and report on customer success metrics, churn drivers and renewal forecasts.
Essential skills and experience
- Proven experience in a customer success, account management or client-facing role (typically 2+ years).
- Strong communication and stakeholder management skills, able to influence at multiple levels.
- Experience using a CRM and customer success or product analytics tools to manage workflows and reporting.
- Ability to translate customer needs into actionable internal plans and follow through to delivery.
- Comfortable working cross-functionally with Sales, Support and Product teams.
- Right to work in the UK.
Desirable
- Experience working with SaaS products or cloud platforms.
- Familiarity with onboarding, adoption frameworks and customer health scoring.
- Experience running executive business reviews and building success plans.
- Basic technical literacy to understand integrations and common APIs.
- Knowledge of renewal and expansion processes in subscription models.
- Relevant customer success or account management training/certification.
What we offer
- [Pension contribution]
- [Flexible working / hybrid policy]
- [Annual training and development allowance]
- [Private healthcare or cash plan]
- [Generous holiday allowance]
- [Performance-related bonus scheme]
How to apply
Apply with your CV and any additional information requested. Make the interview process, closing date and any assessment stages clear where known.
Use this as a starting point rather than a final advert. The strongest version will reflect the real role, salary, location, systems, responsibilities, benefits and working arrangements.
What is a Customer Success Manager role?
A Customer Success Manager focuses on ensuring customers realise value and continue to use a company’s product or service. They manage customer lifecycles from onboarding through renewal, act as the internal advocate for customer needs, monitor engagement and health metrics, and work with sales and product teams to reduce churn and grow account value. The role combines relationship management, data-driven decision making and cross-functional coordination.
Customer retention
Maintain relationships to reduce churn and increase lifetime value.
Onboarding & training
Design and run adoption programmes and product training for customers.
Cross-functional
Work closely with Sales, Product and Support to deliver outcomes.
Metrics & reporting
Use health scores and usage analytics to prioritise actions and forecast renewals.
Typical Customer Success Manager responsibilities
Responsibilities should reflect the real scope of the vacancy rather than every task someone in this profession might ever complete.
Own a portfolio of customers
Own a portfolio of customers and act as the primary point of contact for their ongoing success and satisfaction.
Develop
Develop and execute onboarding and adoption plans tailored to each customer’s goals and technical environment.
Monitor customer health scores
Monitor customer health scores and usage data; flag risks and run retention or remediation actions.
Proactively identify expansion
Proactively identify expansion, upsell or cross-sell opportunities and coordinate with Sales for commercial discussions.
Coordinate with Product
Coordinate with Product and Support teams to prioritise customer feedback and resolve issues promptly.
Run regular business reviews
Run regular business reviews and success planning sessions with customer stakeholders.
Create
Create and maintain clear documentation of customer goals, milestones and outcomes.
Track
Track and report on customer success metrics, churn drivers and renewal forecasts.
Customer Success Manager skills and experience to look for
Keep the essential list focused on what the person really needs to perform the role. Move useful-but-trainable experience into desirable criteria.
Usually worth prioritising
- Proven experience in a customer success, account management or client-facing role (typically 2+ years).
- Strong communication and stakeholder management skills, able to influence at multiple levels.
- Experience using a CRM and customer success or product analytics tools to manage workflows and reporting.
- Ability to translate customer needs into actionable internal plans and follow through to delivery.
- Comfortable working cross-functionally with Sales, Support and Product teams.
- Right to work in the UK.
Useful where relevant
- Experience working with SaaS products or cloud platforms.
- Familiarity with onboarding, adoption frameworks and customer health scoring.
- Experience running executive business reviews and building success plans.
- Basic technical literacy to understand integrations and common APIs.
- Knowledge of renewal and expansion processes in subscription models.
- Relevant customer success or account management training/certification.
See our guide to what to include in a job advert before publishing.
How to write a Customer Success Manager job advert
Small role-specific details can make the advert much easier for suitable candidates to assess.
State the customer segment and product
Specify whether the role serves SMEs, enterprise or consumer customers and name the product type (e.g. B2B SaaS, platform, managed service).
Be clear about seniority and scope
Include expected portfolio size, average contract value or ARR band and whether the role handles renewals or expansions.
Highlight measurable outcomes
List the KPIs candidates will be measured on, such as churn reduction, NPS improvement, adoption rates or renewal rate.
Specify required tools and processes
Mention core systems (CRM, customer success platform, analytics) and any essential process experience like health scoring or playbooks.
Clarify working pattern
State hybrid/remote expectations, travel to customers and any out-of-hours responsibilities.
Customer Success Manager salary considerations
Customer Success Manager pay varies considerably. Employers should set compensation based on seniority, sector and the complexity of customer accounts rather than a single market number.
depending on experience
- Use a genuine range
- Separate variable pay
- Avoid “competitive” alone
- Match salary to seniority
What Customer Success Manager candidates will want to know
Practical details can influence whether a suitable candidate applies, even when the title and salary are attractive.
Who will I report to and how large is the team?
Candidates need to know reporting lines, whether they will manage others and how the customer success function is structured.
What type of customers will I manage?
Clarify customer size, industry sectors, international vs domestic accounts and typical contract values.
What are the success metrics?
State KPIs such as churn, renewal rate, expansion targets, NPS or product adoption goals used to measure performance.
How much travel or onsite work is expected?
Explain travel frequency, regional coverage and any willingness to attend customer sites for meetings or workshops.
What tools and processes will I use?
List the CRM, customer success platforms, analytics or ticketing systems the team uses and expected proficiency level.
What development and progression opportunities exist?
Candidates want to understand training, promotion pathways and whether the role can lead to leadership or product-facing positions.
Where to post a Customer Success Manager job
This role attracts candidates across general and specialist channels. Use broad UK job boards for volume, sector-specific boards and LinkedIn for experienced SaaS candidates, and niche customer success communities and networks to reach practitioners. Consider local community groups or specialist events if the role requires industry domain knowledge or regional customer travel.
Related saas / technology / services job descriptions
Recruiting for a slightly different role? These templates may be a closer fit.
Customer Success Manager job description FAQs
Do I need to require a specific certification for a Customer Success Manager?
No single certification is universally required. Employers should prioritise relevant experience, evidence of customer-facing results and familiarity with customer success tools. Certifications can be listed as desirable.
Should the job specify exact portfolio size or ARR in the advert?
Yes — specifying typical portfolio size or ARR band helps set candidate expectations and attracts applicants with the right level of account management experience.
Is it reasonable to expect technical experience?
Expecting technical literacy appropriate to the product is reasonable for complex or integration-heavy products. For straightforward services, strong stakeholder and project management skills may be sufficient.
How long should the recruitment process take?
A practical timeline is 3–6 weeks from shortlisting to offer for mid-level roles. Allow longer for senior hires or roles requiring multiple technical assessments or stakeholder interviews.
What probation period is typical?
Three to six months is common for this type of role, allowing time to assess relationship-building, onboarding execution and initial performance on KPIs.
Ready to create your advert?
Use the sections above to build a concise advert highlighting scope, KPIs and required tools. When ready, post the vacancy across general and specialist channels to attract candidates with the right mix of customer-facing and product knowledge.
