CUSTOMER SUCCESS MANAGER (CSM)

JOB DESCRIPTION

The Customer Success Manager supports his clients in using the solution offered by his company. Its role is therefore after the sale and consists of ensuring optimal use of the service with a view to building loyalty. He becomes the privileged interlocutor of the customers, thus nourishing an irreproachable customer relationship. Depending on the organization of the structure in which he operates, his role can also go beyond customer satisfaction and integrate an Account Manager function with all the upsell / cross-sell part with customers, by offering additional services.

Concretely, with a software publisher client, the CSM will help to get started with the console and to discover the functionalities of the software. With a social network advertising network, he will advise the advertiser on his campaigns. The goal is always the same: to ensure that the customer is fully educated to use the solution to its maximum (and thus increase sales!).

When he / she also takes on the Account Manager hat, his objectives are 50% qualitative (organization of steering committees, increase in the level of customer expertise, etc.) and 50% quantitative (increase in turnover, retention ).

Depending on the company, the CSM position varies, but overall the working conditions are as follows:

• Internally, the person works in close collaboration with the other teams in the company.
• He interacts with the Sales team, taking over the lead on prospects transformed into customers
• With the Technical team to ensure a quality support function
• With the Product team to provide feedback from customers
• With the Marketing team to work on the image of clients!

REQUIRED QUALITIES

- TECHNIQUES -

Hybrid profile between sales, tech (when the product is complex) and customer service, it is he who ensures the customer relationship after signing. With a good technical culture, the Customer Success Manager supports clients on the implementation of the solution, user training and the proper use of all functions by internal teams.

Its objective is to guarantee complete customer satisfaction through optimal use of the solution.

His missions ? They vary depending on the company. We generally understand the management of onboarding, training and reporting. Other more business-oriented missions (account monitoring / upsell / cross-sell) or customer service (customer support) may be added for some. One of their challenges is to detect upsell and cross-sell opportunities, as well as the maximum optimization of the customer retention rate.

- SOFTS SKILLS -

The soft skills of a Customer Success Manager are:

• Patience
• Ability to communicate
• Very good interpersonal skills
• Great adaptability
• Business skills
• Good organisation
• Rigor and time management

TRAINING

As this role is relatively recent, there is not yet a "typical profile". We can already note that the courses are very often: either a business school + 4-5 years XP in marketing / sales, or an engineering school (with strong interpersonal skills).

OPPORTUNITIES

Depending on the company, the position of Customer Success Manager can lead to positions of Director of Customer Success, VP of Customer Success.

WAGES

Junior: 30-40 K € (0 to 3 years of experience)

Confirmed: 45-52 K € (4 to 8 years of experience)

Senior: 52-60 K € (8 years and over)

Note: The Customer Success Manager is not necessarily subject to a variable. If this is the case, it will be on average between 5 and 10% of the total compensation

As a recruitment firm specializing in the French digital sector, we are a privileged witness to trends and salary developments in commercial positions. Each year, we offer a Salary Study for Sales professions.