Customer Success Manager

Complete with job descriptions, skill profiles, and interview templates. Use this Customer Success Manager hiring guide to help you make the right decisions, fast.

HOW TO HIRE A Customer Success Manager

What does a Customer Success Manager do?

A Customer Success Manager is responsible for helping customers meet their desired outcomes with a product and/or service.The Customer Success Manager will develop a relationship with the customer and manage the account for anything from support with technical issues to strategy and upgrading.

Day to day tasks of a Customer Success Manager

Skills assessment

Customer Success Manager definition

A Customer Success Manager supports their customers as they transition from sales to active consumers of their companies products. They will be focused on customer loyalty and building long-term relationships, to ensure the customer’s reach their desired objectives and identify opportunities for account expansion.

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HIRING PROCESS

Customer Success Manager Hiring Process

Step 1: Understand the role
Step 2: Source Applicants
Step 3: Skills Assessment
Step 4: Interview
Step 5: Hire

Build the Ideal Candidate Profile​

To find the best person for the role, you need to understand what the role involves. You can complete this with the hiring manager to define the role, its contribution, and the skills needed.

Write A Job Description Based On Skills

Once you understand the requirements for the role, you’ll need to understand the skills for success. You can then write an effective job description to promote your role.

Selecting The Ideal Candidate

See which applicants have the right skills for the role. Send all your applicants a Vervoe skills assessment from the expert library, or customize one for your organization.

Interview Top Performers

Your skills assessment results will identify top performers. Focus your time on interviewing those that have met or exceeded your requirements. Assessment results will also help guide which skill areas to focus on in the interview.

Making An Offer

Once you assess your candidates against these skills, you’re ready to offer the top performer(s). You should base your offer on the value that the candidate would bring to your team and your business as a whole. It is also important to ensure your compensation and benefits packages are competitive in the industry and help you attract and retain the top talent.
Build the ideal candidate profile

Skills needed for a Customer Success Manager

A Customer Success Manager must be customer-focused and relatable. They will have refined people skills and an ability to lead customers and colleagues. They will be diligent organizers and take pride in managing their time.

Pro Tip

For mid-level roles, you’re likely to receive a larger number of applications than you would for a senior position. Ensure you provide details about what it’s like to work for your company, and what your company values are so applicants know whether your company is the right fit for them.

WRITE A JOB DESCRIPTION BASED ON SKILLS

How to write a Customer Success Manager job description

Once you’ve determined the skills required for the role, you can write the job description to advertise for your position. Here’s what to include in your Customer Success Manager job description:

Job Title: What position are you hiring for?

Summary: What makes your company unique? What would it be like to work for you?

Responsibilities: An overview of the role’s day-to-day activities, and how the position contributes to the organization

Requirements: Skills a candidate must have to perform the job successfully

Benefits: Details of compensation, benefits, and any perks on offer

Pro Tip

In building your candidate profile, remember you’ve already identified what skills are needed to succeed in the role. Here’s where to list your “must-have” skills and maybe a couple of “nice-to-have” skills. For example, a Customer Success Manager must empathize with customer’s concerns and problems, and it would be nice to have base level sales experience.

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SELECTING THE IDEAL CANDIDATE

Sample skill tests for a Customer Success Manager

Create a free account today to access the full assessment and more from our library

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Question 1

Organization

Question Type: Text

How do you monitor the health of your customers, what do you look out for and what actions do you take when you notice something is unusual?

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Question 2

Interpersonal

Question Type: Video

Mock Call/Case Study – Initial Customer Call Situation: You have locked in your first call with one of your new customers. They have been a customer for over two years and your research shows that their usage has been decreasing month on month for the last couple of quarters and there have been no new users created in that time. You will be using this call to understand the reasons for the decrease and low adoption and to put a plan in place to get them back on track.

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Question 3

Leadership

Question Type: Audio

You were on a call with a junior Customer Success Manager and noticed a few opportunities for improvement. How would you approach them and what suggestions would you make?

INTERVIEW TOP PERFORMERS

How to interview a Customer Success Manager

Once your Vervoe skills assessment has surfaced the most qualified people for your open role, you can focus on interviewing these candidates. The interview should focus on any skills that require development that were highlighted from the skills assessment.

Now you know that candidates can do the job, the interview becomes more of a relationship building exercise where you can get to know the candidate on a more personal level, understand their motivations, and how they would fit in with the team.

Making An Offer

How much does it cost to hire a Customer Success Manager?

The US average for a Customer Success Manager is $90,000 according to Comparably.com while the reported average salary on Salary.com amounts to $112,422. Ninety percent of customer success managers earn above $79,780 with the top 10 percent receiving up to $151,207.

Customer Success Manager Salary United States

Customer Success Manager salaries in the United States range from $79,780 – $151,207 (USD). Customer Success Manager salaries in the U.S vary a lot depending on the size and location of the company.

Source: Salary.com

Customer Success Manager Salary United Kingdom

Customer Success Manager salaries in the United Kingdom range from £29,000 – £68,000 (GBP). Customer Success Manager salaries in the UK vary a lot depending on the size and location of the company.

Source: Glassdoor

Customer Success Manager Salary Australia

Customer Success Manager salaries in Australia range from $59,000 – $125,000 (AUD). Customer Success Manager salaries in Australia vary a lot depending on the size and location of the company.

Source: Payscale