Customer Success Manager - Hire or get hired
Your complete guide to the Customer Success Manager Role: Duties, salary & hiring tips
Purpose of the Customer Success Manager
The Customer Success Manager ensures clients derive maximum value from products or services, focusing on onboarding, retention, and satisfaction to support business growth.
Customer Success Manager's duties and responsibilities
• Client Onboarding:
Guide new customers through product setup and training.
• Account Management:
Maintain regular contact to address issues and identify opportunities.
• Retention:
Proactively manage renewals and reduce churn.
• Upselling:
Identify expansion opportunities and collaborate with sales teams.
• Feedback Loop:
Gather insights to inform product and service improvements.
Guide new customers through product setup and training.
• Account Management:
Maintain regular contact to address issues and identify opportunities.
• Retention:
Proactively manage renewals and reduce churn.
• Upselling:
Identify expansion opportunities and collaborate with sales teams.
• Feedback Loop:
Gather insights to inform product and service improvements.
Requirements and qualifications for a Customer Success Manager
• 3–5 years’ experience in customer success or account management
• Strong communication and relationship-building skills
• Ability to manage multiple accounts and priorities
• Familiarity with CRM systems and SaaS platforms
• Problem-solving and strategic thinking abilities
• Strong communication and relationship-building skills
• Ability to manage multiple accounts and priorities
• Familiarity with CRM systems and SaaS platforms
• Problem-solving and strategic thinking abilities
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Sales Market Update
The demand for sales leadership talent remains strong in 2025, with businesses continuing to prioritise candidates with technical expertise, stakeholder management skills, and commercial acumen. Hiring managers face ongoing challenges in sourcing high-calibre sales professionals, particularly in roles such as Business Development Managers, Sales Representatives, and Key Account Managers. The integration of AI in sales functions is influencing the required skill set, with CRM optimisation (48%), AI-assisted content writing (43%), and sales data visualisation (36%) emerging as key competencies.
Attracting top sales talent is increasingly reliant on offering competitive KPI bonuses (57%), flexible work arrangements (53%), and career growth opportunities (50%). Notably, the percentage of companies communicating KPIs and commission structures at the interview stage has risen from 57% to 68%, reflecting a shift towards greater transparency in the recruitment process. Staff turnover remains stable, with 58% of organisations reporting no change over the past year, while 22% have seen some improvement.
Looking ahead, 57% anticipate turnover levels will remain steady, with 21% expecting further positive shifts. As businesses refine their talent strategies, the focus is on long-term career growth, AI-driven sales processes, and structured incentive plans to attract and retain top sales professionals.
Attracting top sales talent is increasingly reliant on offering competitive KPI bonuses (57%), flexible work arrangements (53%), and career growth opportunities (50%). Notably, the percentage of companies communicating KPIs and commission structures at the interview stage has risen from 57% to 68%, reflecting a shift towards greater transparency in the recruitment process. Staff turnover remains stable, with 58% of organisations reporting no change over the past year, while 22% have seen some improvement.
Looking ahead, 57% anticipate turnover levels will remain steady, with 21% expecting further positive shifts. As businesses refine their talent strategies, the focus is on long-term career growth, AI-driven sales processes, and structured incentive plans to attract and retain top sales professionals.
