Customer Success Manager Role Definition

This survey will help you define the ideal responsibilities and skill levels for your Customer Success Manager position across 8 key areas:

• Closing Renewals & Upsells - Identify growth opportunities, negotiate deals, carry quota
• Relationship Management - Customer meetings, business reviews, responsiveness
• Demonstrate ROI - Build and present data analyses, usage and value tracking
• Technical Implementation - Configuration, platform integration, data loading
• Assist Product & Marketing - Capture and build out feature requests for internal product and marketing teams
• Support / Troubleshooting - Answer user questions, debug issues, escalate as needed
• Product Adoption & Training - Kickoff training, user onboarding, onsite demos
• Industry Expertise - Industry-specific usage needs, regulations, comptetitive landscape

How to Define Role Requirements

For each category, you will select the responsibilities you expect your CSM to perform in this role. Based on the responsibilities you define, we will assign an importance weight to that category:

• None - Not responsible for this area
• Low - Basic involvement, minimal responsibility
• Medium - Standard responsibility, moderate expertise required
• High - High responsibility, strong expertise required
• Very High - Primary responsibility, expert-level capability required

Then, we will use those weights to define the right candidate profile by skillset and recommend an appropriate account load for your CSM role.