Customer Service Careers | Customer Success Manager

Customer Success Manager

Career Area: Customer and Client Support

Occupation Group: Customer Service Managers

Salary

Percentile wages tell how much a certain percentage of an overall population in a geographic area or within a given industry or field makes. The percentile wage estimate is the value of a wage below which a certain percent of workers fall.

An example would be the 25th percentile, 25 percent of workers employed in that occupation earn less and 75 percent earn more than the estimated wage value. At the 75th percentile, 75 percent of workers employed in that occupation earn less and 25 percent earn more than the estimated wage value.

A typical Customer Success Manager earns the following wages (national and state):

State

The average salary in North Carolina for those pursuing this career is $73,624

*The salaries depicted here are representative of the range of salaries posted in job listings over the past year. Living wage in North Carolina is $30,000.

National

The average salary in the United States for those pursuing this career is $73,389

*The salaries depicted here are representative of the range of salaries posted in job listings over the past year. Living wage in North Carolina is $30,000.

What Does a Professional in this Career Do?

Manages relationships with customers and works to make sure that customers are satisfied with a company's products or services. May provide technical or product support to customers. Establishes practices and policies to encourage good customer service. Manages customer success department staff.

Employment Trends

The job demand and job growth statistics shown here were derived from job posts over the past year. Expected job growth projections are extrapolated from year-over-year job post listing history.

Job demand and job growth is expected at the following rates:

LocationGrowth
North Carolina557+8.6%
Nationwide15956+3.4%

Skills

A professional in this position typically utilizes the following skills in the course of everyday work in this exciting and challenging field:

Baseline Skills

The following are baseline skills every Customer Success Manager is expected to have in order to experience success in this field:

  • Communication Skills: The ability to convey information to another effectively and efficiently.
  • Teamwork / Collaboration: Experience working in collaborative efforts with a team to achieve a common goal or to complete a task in the most effective and efficient way.
  • Building Effective Relationships: Building relationships is about your ability to identify and initiate working relationships and to develop and maintain them in a way that is of mutual benefit to both yourself and the other party. Good relationships are the key to getting things done and are essential when your success is dependent on others.
  • Problem Solving: Problem solving consists of using generic or ad hoc methods, in an orderly manner, for finding solutions to problems.
  • Organizational Skills: Experience with a systematic process of structuring, integrating, co-ordinating task goals, and activities to resources in order to attain objectives.

Specialized Skills

These skills are specific to working in this career:

  • Customer Service: Working experience with the provision of service to customers before, during and after a purchase.
  • Account Management: Account management is the management of sales and relationships with particular customers of a company.
  • Onboarding: Onboarding, also known as organizational socialization, refers to the mechanism through which new employees acquire the necessary knowledge, skills, and behaviors to become effective organizational members and insiders.
  • Software as a Service (SaaS): Software as a service (SaaS; pronounced ) is a software licensing and delivery model in which software is licensed on a subscription basis and is centrally hosted.
  • Customer Contact: Experience working with business processes and technologies that are designed to engage customers and facilitate communication by a variety of channels.

Distinguishing Skills

Any Customer Success Manager that possesses the following skills will stand out against the competition:

  • Enterprise Software: Enterprise software, also known as enterprise application software (EAS), is computer software used to satisfy the needs of an organization rather than individual users.
  • Customer Relationship Management (CRM): Experience analysing data about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.
  • Articulating Value Propositions: Working experience of Articulating Value Propositions. Value proposition refers to a business or marketing statement that a company uses to summarize why a consumer should buy a product or use a service. This statement convinces a potential consumer that one particular product or service will add more value or better solve a problem than other similar offerings will. Companies use this statement to target customers who will benefit most from using the company's products, and this helps maintain an economic moat.
  • Account Closing: Closing an account means that the balance of a temporary account is transferred to a permanent account
  • Thought Leadership: Working experience of Thought leadership. A thought leader is an individual or firm that is recognized as an authority in a specialized field and whose expertise is sought and often rewarded.

Experience

This position typically requires the following level of experience. The numbers presented in the pie charts below were derived from actual job posts over the past year. Not all job postings list experience requirements.

Experience Required%
0 to 2 years22%
3 to 5 years62%
6 to 8 years9%

Many of the programs offered through NC State are designed for working professionals who need additional credentials to enhance existing work experience.

Students who do not have the expected level of experience may wish to look into internship and employment opportunities.

Common Job Titles

It is possible to find work in this field in positions commonly listed as the following job titles:

  • Customer Success Manager
  • Client Success Manager
  • Senior Customer Success Manager
  • Technical Customer Success Manager
  • Senior Client Success Manager

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