Sales - Customer Success Manager (M2)
SCS.GEN.M2
A strategic, hands-on leader responsible for guiding a team of Customer Success professionals and scaling the customer success function.
A strategic, hands-on leader responsible for guiding a team of Customer Success professionals and scaling the customer success function.
The story of this role
Who does this work
A Customer Success Manager who wants to ensure customers achieve their desired outcomes with the company’s product, fostering lasting relationships and driving satisfaction.
The problem this role solves
- The external problem: Customers feel disconnected or do not fully understand how to maximize the value of the product.
- The internal problem: The Customer Success Manager struggles with meeting diverse customer needs and ensuring consistent engagement.
- Why it matters: Every customer deserves to realize the full potential of the solutions they invest in; their success is our success.
The plan
- Establish clear communication channels with customers to understand their needs and goals.
- Conduct regular check-ins to assess customer satisfaction and identify roadblocks.
- Provide tailored training sessions to explain product features and best practices.
- Monitor usage metrics to proactively address potential issues.
- Facilitate collaboration between customers and product teams to enhance service offerings.
What's at stake
Customers feel unsupported, leading to dissatisfaction and potential churn. Missed opportunities for account growth due to a lack of engagement or understanding of customer needs.
Success looks like
Customers achieve their goals, resulting in increased satisfaction and loyalty. Growth in customer accounts through upselling and cross-selling opportunities.
Summary
A strategic, hands-on leader responsible for guiding a team of Customer Success professionals and scaling the customer success function.
Level — M2 — Manager II
Manages an established team or sub-function; owns planning and performance for the group.
- Scope
- An established team or sub-function
- Autonomy
- Owns planning for the group
- Complexity
- Cross-project coordination and priorities
- Impact
- Group delivery and development
- Decision rights
- Owns staffing, priorities, performance for the group
- Leadership
- Manages a team; sometimes manages leads
- Typical experience
- 5–8 yrs
Core outputs
No core outputs recorded yet.
Adjacent roles
Nearest roles by structural coordinates (level + taxonomy). Distance 0 → 1; each carries its 3-state match band. How coordinates work → · Compare side-by-side →
Componentsshow ▾
Responsibilities10
- Supervise, coach, and develop a team of Customer Success Managers or Specialistscommonlevel
- Monitor key customer success metricscommonlevel
- Guide the team in conducting business reviews with major accountscommonlevel
- Develop strategies to enhance customer satisfactioncommonlevel
- Ensure alignment of customer success strategies with company goalscommonlevel
- Facilitate communication between customer success teams and other departmentscommonlevel
- Identify opportunities for process improvementscommonlevel
- Oversee customer onboarding and retention strategiescommonlevel
- Manage escalations and complex customer issuescommonlevel
- Drive initiatives to improve customer engagementcommonlevel
Tasks3
- Guide team in customer success strategiescommonlevel
- Monitor and report on success metricscommonlevel
- Conduct business reviews with major accountscommonlevel
Skills8
- Leadershipcommonlevel
- Coachingcommonlevel
- Strategic planningcommonlevel
- Communicationcommonlevel
- Customer engagementcommonlevel
- Metrics analysiscommonlevel
- Process improvementcommonlevel
- Conflict resolutioncommonlevel
Knowledge8
- Customer success strategiescommonlevel
- Team leadershipcommonlevel
- Metrics and KPIscommonlevel
- Strategic alignmentcommonlevel
- Process optimizationcommonlevel
- Customer experience managementcommonlevel
- Business reviewscommonlevel
- Cross-departmental communicationcommonlevel
competency8
- Leadership and coaching abilitycommonlevel
- Exceptional communicationcommonlevel
- Strategic Thinkingcommonlevel
- Team managementcommonlevel
- Customer Relationship Managementcommonlevel
- Analytical skillscommonlevel
- Problem-solvingcommonlevel
- Cross-functional collaborationcommonlevel
qualification4
- Bachelor’s degree in Business, Marketing, or a related fieldcommonlevel
- 5–8+ years in customer-facing rolescommonlevel
- MBA or advanced degree preferredcommonlevel
- Certifications in project management or Customer Successcommonlevel
Title aliasesshow ▾
| Alias | Type | Confidence | Approved |
|---|---|---|---|
| Manager, Sales - Customer Success | common | medium0.66 | — |
| Sales - Customer Success Manager | common | medium0.60 | — |
| Sales - Customer Success Manager (M2) | common | medium0.60 | — |
Classification mappingsshow ▾
O*NET / SOC
- code=41-0000title=Sales & Related Occupationssource=inferred_from_superfunctionreviewStatus=needs_review