Skills & Competencies for Customer Success Manager

Customer Success Manager job profile

Book a Demo and Receive a Sample Job Profile

JOB SUMMARY for Customer Success Manager

Directs the day-to-day operations of the customer success team 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

JOB RESPONSIBILITIES for Customer Success Manager

Implements strategies and processes that deliver consistent customer satisfaction through all phases of the customer lifecycle and that promote retention. Ensures that onboarding processes are precisely executed to build a strong customer relationship foundation. Collects and responds to feedback with focused support for identified customer needs and challenges. Builds teams of customer advocates with product training, coaching, and skill development to enhance customer engagements. Collaborates with sales, product development, and other customer-facing functions to deliver solutions and tools. Acts as the voice of the customer with internal teams to provide solutions, product enhancements, and other actions to ensure customer success.

Customer Success Manager SALARY RANGE

BASE 50%
$125,831
TOTAL 50%
$137,779
Job Level
M02
Job Code
SM15000512
Education/Degree
Bachelor's Degree
Reports To
Director

Customer Success Manager 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 Manager skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
BOOK A DEMO

12 general skills or competencies (Job family competencies) for Customer Success Manager

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)
Documents customer complaints in the company system for prompt problem resolution.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Follows standardized procedures and practices used in complaint resolution.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Communicates with customers to determine and investigate cause of conflicts and complaints.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Improves the resolution process for all customer complaints to ensure a positive customer experience.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Adapts to new technologies used in complaint management to improve customer service and resolution.
See 4 More Skill Behaviors
2 Job Family Competencies – Customer Retention
Proficiency Level -3
Skill definition-Attracting, retaining, and converting customers into loyal buyers to reduce attrition, increase ROI, and acquire new customers.
Level 1 Behaviors
(General Familiarity)
Cites possible factors that affect customer retention rates.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Applies customer modeling techniques to identify and understand customer behaviors.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Analyzes customer feedback to execute new techniques in ensuring customer retention.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Creates plans and framework to increase customer retention growth and mitigate competitive threats.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Adapts to industry best practices and trends in customer retention to secure customer loyalty.
See 4 More Skill Behaviors
3 Customer Success Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Success Manager
Proficiency Level - 4
5 Competency for - Customer Success Manager
Proficiency Level - 5

12 soft skills or competencies (core competencies) for Customer Success Manager

1 Core Competencies – Customer Relationship Management
Proficiency Level -3
Skill definition-Applying principles, practices and guidelines to interact and build a good business relationship with customers.
Level 1 Behaviors
(General Familiarity)
Cites examples of different types of CRM solutions.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Applies statistical methods to analyze and gather customer data.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Analyzes customer data collected through multiple sources to make more informed decisions.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Delivers a collaborative approach to provide timely and accurate processing of orders and requests.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Creates a holistic view of a business' customers to increase referrals from existing clients.
See 4 More Skill Behaviors
2 Core Competencies – Planning and Organizing
Proficiency Level -4
Skill definition-Managing and prioritizing resources and workloads by creating well-organized plans to attain organizational goals and objectives.
Level 1 Behaviors
(General Familiarity)
Cites potential challenges and workplace issues in delegating tasks that may impede well coordinated work.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Assists in identifying and breaking tasks into a sequence of steps for a more organized task plan.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Aligns tasks and priorities with business goals and objectives.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Creates programs to improve planning and organization of work to achieve business objectives.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Builds and designs organizational systems and planning tools to enhance overall productivity.
See 4 More Skill Behaviors
3 Customer Success Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Success Manager
Proficiency Level - 4
5 Competency for - Customer Success Manager
Proficiency Level - 5

Summary of Customer Success Manager skills and competencies

There are 0 hard skills for Customer Success Manager.
12 general skills for Customer Success Manager, Customer Complaint Resolution, Customer Retention, Customer Satisfaction, etc.
12 soft skills for Customer Success Manager, Customer Relationship Management, Planning and Organizing, Coordination, 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 Manager, he or she needs to be skilled in Customer Relationship Management, be skilled in Planning and Organizing, and be skilled in Coordination.

It's Easy to Get Started

Get the precision you need to assess, hire, and develop top talent with skills and competencies – see how with a personalized demo.