Job description · Customer support · Full-time
Customer Success Manager job description
A customer success manager makes sure customers get the result they paid for, so they renew and expand. They run onboarding, regular check-ins, and health tracking for a book of accounts.
Responsibilities
- Onboard new customers with a clear plan and first milestones
- Run regular check-ins and business reviews for assigned accounts
- Track account health from usage, support tickets, and sentiment
- Spot churn risk early and lead save plans
- Identify expansion opportunities and hand them to sales
- Collect feedback and share themes with product
Requirements
- Three or more years in customer success or account management
- Confident on video calls with U.S. clients
- Organized follow-through across many accounts
- Comfortable with CRM data and simple health scores
- Consultative: asks about goals, not just features
Tools
- HubSpot or Salesforce
- Gainsight, Vitally, or ChurnZero
- Zoom
- Google Slides
What success looks like after 90 days
- Every account has a documented goal and health status
- Onboarding completed on schedule for new accounts
- A renewal and expansion forecast for the next quarter
Screening questions
Ask these before you book an interview.
- How many accounts have you managed at once?
- Have you owned renewals or expansion targets?
- Which customer success tools have you used?
- This is a full-time role working set hours each business day. Can you commit to that schedule?
Interview questions
- An account's usage dropped 40% this month. What do you do?
- Walk me through your onboarding plan for a new customer.
- Tell me about a customer you saved from canceling.
- How do you prepare for a quarterly business review?
Hiring tip
Ask finalists to present a short mock business review for a sample account. It shows how they connect your product to the customer's goals.
Customer Success Manager hiring FAQ
What does a Customer Success Manager do?
A customer success manager makes sure customers get the result they paid for, so they renew and expand. They run onboarding, regular check-ins, and health tracking for a book of accounts. Day to day, the role covers work such as: onboard new customers with a clear plan and first milestones, run regular check-ins and business reviews for assigned accounts, and track account health from usage, support tickets, and sentiment.
How much does it cost to hire a full-time Customer Success Manager from the Philippines?
We place a full-time Customer Success Manager from the Philippines for $1,800 a month. Every candidate passes our top 2% vetting, starts within 14 days, and comes with a 1-week trial backed by a replacement or refund. The price is a flat monthly rate for a dedicated full-time hire.
What skills should a Customer Success Manager have?
Look for: three or more years in customer success or account management, confident on video calls with U.S. clients, organized follow-through across many accounts, and comfortable with CRM data and simple health scores. Common tools include HubSpot or Salesforce, Gainsight, Vitally, or ChurnZero, Zoom, and Google Slides.
What should a Customer Success Manager achieve in the first 90 days?
Every account has a documented goal and health status, onboarding completed on schedule for new accounts, and A renewal and expansion forecast for the next quarter.
Can I copy and edit this Customer Success Manager job description?
Yes. Copy it with one click, edit it for your business, and post it anywhere. For a version built from your own task list, open it in our free job description generator, or book a strategy call and we will find the hire for you.
Want us to find your Customer Success Manager?
We place a full-time Customer Success Manager from the Philippines for $1,800 a month. Every candidate passes our top 2% vetting, starts within 14 days, and comes with a 1-week trial backed by a replacement or refund.