Skills & Competencies for Customer Success Director

Customer Success Director job profile

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JOB SUMMARY for Customer Success Director

Directs the operations of the customer success function focused on providing customers with a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization's products and service

JOB RESPONSIBILITIES for Customer Success Director

Develops strategies and processes that deliver consistent customer satisfaction from onboarding through all phases of the customer lifecycle and that promote retention. Utilizes data collection and feedback mechanisms to identify and understand customer needs and challenges and design action plans. Builds teams of customer advocates with product training, coaching, and skill development. Establishes collaborative relationships with sales, product development, and other customer facing functions.

Customer Success Director SALARY RANGE

BASE 50%
$166,975
TOTAL 50%
$192,186
Job Level
M04
Job Code
SM15000511
Education/Degree
Bachelor's Degree
Reports To
Senior Management

Customer Success Director Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Customer Success Director skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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11 general skills or competencies (Job family competencies) for Customer Success Director

1 Job Family Competencies – Customer Complaint Resolution
Proficiency Level -3
Skill definition-Determining and investigating root causes of customer complaints to create prompt resolutions and deliver a high-quality service experience.
Level 1 Behaviors
(General Familiarity)
Identifies the importance of showing empathy in handling customer complaints.
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Level 2 Behaviors
(Light Experience)
Responds to unexpected customer requests and resolves complaints positively.
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Level 3 Behaviors
(Moderate Experience)
Makes alternative solutions within agreed time constraints to assure first contact resolution.
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Level 4 Behaviors
(Extensive Experience)
Oversees the delivery of proper complaint handling to avoid errors and ensure resolution.
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Level 5 Behaviors
(Mastery)
Establishes best practices in customer complaint resolution to provide highest quality of service.
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2 Job Family Competencies – Customer Retention
Proficiency Level -4
Skill definition-Attracting, retaining, and converting customers into loyal buyers to reduce attrition, increase ROI, and acquire new customers.
Level 1 Behaviors
(General Familiarity)
Explains the impacts of customer retention on client success and revenue growth.
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Level 2 Behaviors
(Light Experience)
Follows standard process in identifying and escalating issues to ensure customer retention.
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Level 3 Behaviors
(Moderate Experience)
Executes customer journey mapping to determine customer perspectives and maximize retention rate.
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Level 4 Behaviors
(Extensive Experience)
Evaluates key opportunities to increase customer retention to build customer referrals and loyalty.
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Level 5 Behaviors
(Mastery)
Establishes customer retention metrics to reflect the percentage of retained customers.
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3 Customer Success Director - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Success Director
Proficiency Level - 4
5 Competency for - Customer Success Director
Proficiency Level - 5

13 soft skills or competencies (core competencies) for Customer Success Director

1 Core Competencies – Products And Services
Proficiency Level -3
Skill definition-Knowledge of the full array of our organization's products and services including those that are created for internal customers; insight into the differentiating factors that distinguish them from those of competitors.
Level 1 Behaviors
(General Familiarity)
Discusses the primary markets for the P/S.
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Level 2 Behaviors
(Light Experience)
Summarizes the features, specifications, or functions of any given P/S.
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Level 3 Behaviors
(Moderate Experience)
Explores target customers to sell and deliver products and services.
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Level 4 Behaviors
(Extensive Experience)
Instructs others to explain the key factors that differentiate the products from those of the competitors.
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Level 5 Behaviors
(Mastery)
Initiates an evaluation of the past, evolution, and future plans of the product or service line.
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2 Core Competencies – Customer Relationship Management
Proficiency Level -4
Skill definition-Applying principles, practices and guidelines to interact and build a good business relationship with customers.
Level 1 Behaviors
(General Familiarity)
Gathers client information, past sales, and previous marketing efforts.
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Level 2 Behaviors
(Light Experience)
Identifies sales opportunities to reduce customer complaints and defection.
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Level 3 Behaviors
(Moderate Experience)
Resolves customer relationship management issues to offer better support and increase retention.
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Level 4 Behaviors
(Extensive Experience)
Manages marketing campaigns to conduct business and generate revenue.
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Level 5 Behaviors
(Mastery)
Improves customization of marketing to meet customers' needs and interests.
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3 Customer Success Director - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Success Director
Proficiency Level - 4
5 Competency for - Customer Success Director
Proficiency Level - 5

Summary of Customer Success Director skills and competencies

There are 0 hard skills for Customer Success Director.
11 general skills for Customer Success Director, Customer Complaint Resolution, Customer Retention, Customer Satisfaction, etc.
13 soft skills for Customer Success Director, Products And Services, Customer Relationship Management, Planning and Organizing, etc.
While the list totals 24 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Customer Success Director, he or she needs to be skilled in Products And Services, be skilled in Customer Relationship Management, and be an expert in Planning and Organizing.

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