What does a Senior Customer Success Manager do?

A Customer Success Manager seeks to develop a positive customer experience and fosters relationships and support brand loyalty. The job title is a mid-level management level position in the customer service department. They work alongside upper management to promote retention of customers and overall positive experience with the brand. Additionally, a Customer Success Manager is also well-versed on the technical side of projects and can offer insight and tips on how to use features and troubleshoot.

A Customer Success Manager usually has a bachelor's degree in business, technology or related field. They work closely with other departments and analyze data involving customer reviews and experience with products or services. Individuals who are excited to support brand goals and optimistic about sharing the company's message tend to excel in the position of Customer Success Manager.

  • Establish clear retention goals and process milestones for the client and employees to work toward
  • Assist customers as needed with setting up and navigating programs or software associated with a product or service
  • Experience workinSeek to promote the value of the product and upsell services and products with brand image and promoting value through customer experience
  • Assist in creating training courses and educational materials for other members of the department
  • Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
  • Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value
  • Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
  • Optimize existing processes within the company and actively enhance all Customer Success initiatives
  • 3-5 years of experience in customer service or customer success position strongly preferred
  • Experience working with brand image and promoting value through customer experience
  • Exceptional ability to communicate and foster positive business relationships
  • Technical skills required, as they relate for the use of the product to service to be solid
  • Accountability and personal organization are essential
  • Experience in managing a diverse group and training each according to company standards
  • Ability to establish milestones and keep all team members on task
  • Experience analyzing and optimizing the existing processes in the Customer Success department
  • Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
EducationBachelor's Degree
Work/Life Balance
4.0 ★
Salary Range--
Career Opportunity
3.9 ★
Avg. Experience5-7 years

Senior Customer Success Manager Salaries

Average Base Pay

£57,180 /yr
Same as national average
Not including cash compensation
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£38K
Median: £57K
£85K
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Glassdoor Estimated Salary

Senior Customer Success Manager Career Path

Learn how to become a Senior Customer Success Manager, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.

L3
Senior Customer Success Manager
£57,180/yr
L4
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Senior Customer Success Manager Insights

Read what Senior Customer Success Manager professionals have to say about their job experiences and view top companies for this career.
AdobeAdobe
Customer Success Manager
12 Nov 2020

“the CSM role is stable and it is a great team for someone to start a career”

LaunchmetricsLaunchmetrics
Customer Success
16 Jun 2021

“I am very happy with the process and very excited to grow my career at Launchmetrics.”

CyaraCyara
Customer Success Manager
1 Nov 2021

“It's rare in ones professional career to find such a rewarding and meaningful opportunity.”

Attention ExpertsAttention Experts
Client Success Team Lead
8 Feb 2021

“Everyone is really helpful and have a great drive to achieve the best results for our clients.”

OutreachOutreach
Customer Success Advisor
27 Oct 2020

“Leadership is incredibly experienced and brillant and I have 0 doubts that Outreach is going to do amazing things.”

DearDocDearDoc
Customer Success Manager
3 Jan 2022

“Some of the best reasons to work with DearDoc is the very welcoming and modern culture.”

SlackSlack
Customer Success
13 Oct 2020

“Product: our customers LOVE our product and it's amazing to work with a rapidly innovating product”

HowNowHowNow
Customer Success Executive
29 Mar 2021

“Excellent onboarding and attention to learning and development (with the best Learning Platform in the game!)”

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Senior Customer Success Manager Interviews

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Senior Customer Success Manager jobs

Frequently asked questions about the role and responsibilities of a senior customer success manager

When working as a senior customer success manager, the most common skills you will need to perform your job and for career success are Excellent Communication, Powerpoint, Persuasion, Escalation and Segments.

The most similar professions to senior customer success manager are:
  • Call Center Representative
  • Customer Service Manager
  • Customer Relations
  • Sales Representative

The most common qualifications to become a senior customer success manager is a minimum of a Bachelor's Degree and an average of 0 - 1 of experience not including years spent in education and/or training.