You are looking to grow your Customer Success team – that’s great news! Now, how do you go about finding the right candidate to join the team? Well, it first starts with a well-written and compelling job description that accurately describes the role, the primary responsibilities, must-have skills, and your company culture.
As we’ve mentioned before – Customer Success Manager is the third most promising job for 2018 according to LinkedIn. This recent growth in Customer Success also means increased demand and competition for hiring CSMs. Given that, it’s really important to set your company apart from the crowd to attract the right candidates.
To start, here’s some tips for writing the perfect Customer Success Manager job description.
In this section you will want to provide an overview of the CSM role and the part it plays within your entire organization. This is your chance to help make your job description compelling by adding in more color.
Here’s some points you may want to consider including in your job description summary:
- Highlight the value the Customer Success teams brings to your company
- Inform the candidate that they will be the face of the company to your customers
- Provide any necessary details about your Customer Success team mission or structure
- Include adjectives you want the ideal candidate to possess as character traits
Primary Responsibilities and Day-to-Day
This section will be a bulleted list of all the main job responsibilities you expect the CSM to successfully complete on a regular basis. You should focus on both high priority and high frequency duties, by listing these items in order of importance.
In this list you will want to include:
- Categorization of tasks the CSM will be doing within an average week
- List of the desired results or outcomes that the CSM is accountable to deliver
- Understanding of how the CSM will be measured (key team KPIs)
- Description of the type of customer they will be working with
Must-Have Skills and Experience
In this section you will want to list out what you’re looking for in the ideal candidate for this position, and don’t hold back. This is what potential candidates will use to determine if they are qualified or not for the job. So, use it to your advantage to help unqualified candidates weed themselves out.
Here’s some key pieces of information you will to be sure to include:
- Number of years of experience needed
- Understanding of a certain industry/vertical
- Minimum education level required
- List of software platforms you prefer the candidate to be proficient in
- General skills needed for the position
About Your Company and Working There
Use this section to highlight what the culture is like and also what is your mission as a company. Your objective here is to give your candidates more insight into the type of employer you are.
Here’s some things you can include in this wrap-up section of your job description:
- Your company’s purpose, values, and mission
- Short summary of the benefits that are provided
- List of ay additional perks that come along with the job
- Mention of notable industry accolades and/or awards
And there you have it – the makings of a stellar Customer Success Manager job description. To see a real-life example, check out our very own job opening for a CSM. Applications are welcome!
Customer Education: The Secret to Scale in Customer Success
Tuesday, September 25, 2018
2:00 – 3:00 PM ET
Over the past several years, B2B SaaS companies have made a wave of investments in growing Customer Success functions. As those companies grow, they must hire small armies of CSMs, Support reps, and Services specialists. Not only must these companies compete for the same talent, but they inflate their Customer Retention Costs. In this webinar, you’ll discover a way to scale your Customer Success efforts and sustain Customer Lifetime Value while increasing brand value and decreasing support costs: Customer Education. We’ll discuss how Customer Education scales a Customer Success team, which components to include, and some tips for making your Customer Education as successful as possible.
About the Speaker:
Adam Avramescu leads Customer Education at Checkr, Inc. and is founder of the Bay Area Customer Education Meetup. He was previously a Customer Education leader on the Customer Success team at Optimizely and has created scalable education programs in industries ranging from marketing and financial tech to non-profits and higher education.
Customer Success Around the Web
- The Magic of Negative Churn – The best SaaS companies use negative churn to accelerate growth even when customers leave.
- NPS Benchmark for 2018: How do you compare? – The 2018 NPS benchmark results are in. Do you know where you stand?
- The Three Types of Customer Success Manager – Take a bottom up look at the three basic types of CSMs.
Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero.