What Is a Customer Success Manager & What Do They Do for a Business?

If you're running an ecommerce business, you may have heard of the role of a Customer Success Manager (CSM). But what exactly is a CSM and what do they do for a business? Let's take a closer look.

Customer Success Manager

A Customer Success Manager is responsible for building and maintaining strong relationships with customers. Their primary goal is to ensure customer satisfaction and retention, and they do this by focusing on customer needs and addressing issues in a timely and effective manner.

What Does a Customer Success Manager Do?

A CSM is responsible for a variety of tasks that all revolve around delivering a positive customer experience. This typically includes tasks such as onboarding new customers, providing ongoing support, and monitoring customer feedback.

Customer Success Manager Job Description

6 Responsibilities of a Customer Success Manager

  • Provide product onboarding and training to new customers.
  • Resolve customer issues in a timely manner.
  • Monitor customer feedback to identify areas for improvement.
  • Develop and execute strategies to ensure customer satisfaction and retention.
  • Collaborate with other teams to ensure customer needs and requests are met.
  • Track and report on key metrics related to customer success.

Top Customer Success Manager Skills

Necessary Customer Success Manager Skills

  • Excellent communication skills.
  • Strong problem-solving skills.
  • Ability to work well under pressure.
  • Empathy and a customer-centric approach.
  • Ability to collaborate effectively with other teams.

Advanced Customer Success Manager Skills

  • Data analysis and reporting.
  • Project management.
  • Marketing and sales knowledge.
  • Customer service software proficiency.
  • Leadership and team management.

Customer Success Manager Salary

Salaries for Customer Success Managers can vary depending on factors such as experience, location, and company size. Here are some common job titles and their associated salary ranges:

Customer Success Specialist Salary

Entry-level CSMs may be called Customer Success Specialists and can expect to earn between $40,000-$60,000 per year.

Customer Onboarding Manager Salary

More experienced CSMs who specialize in onboarding new customers may earn between $60,000-$90,000 per year.

Senior Customer Success Manager Salary

Senior CSMs who manage a team of other CSMs and oversee the customer success strategy for the entire company can earn between $90,000-$150,000 per year.

Client Onboarder Salary

Another job title for a CSM who focuses on customer onboarding, Client Onboarders, can earn an average salary of $72,000 per year.

Customer Success Operations Specialist Salary

Professionals who specialize in the operations side of customer success can earn an average salary of $83,000 per year.

Customer Experience Manager Salary

For CSMs who are responsible for ensuring a positive overall customer experience, average salaries are around $77,000 per year.

Becoming a Customer Success Manager

If you're interested in becoming a customer success manager, you'll likely need a bachelor's degree in a related field such as marketing or business. Experience in customer service or sales can also be helpful. Many companies also provide on-the-job training to help new CSMs develop the necessary skills and knowledge.

At the end of the day, every ecommerce business can benefit from having a dedicated Customer Success Manager on their team. By providing exceptional customer service and striving for customer satisfaction, a CSM can help your business stand out in a crowded marketplace and build long-term customer loyalty.