Customer Success Manager Job Description Sample Template

JOB TITLE:

  • Customer Success Manager

DUTIES and RESPONSIBILITIES:

  • Build and nurture customer relationships.
  • Create processes, procedures, and tactics to help reduce customer churn.
  • Develop a trusted advisor relationship with key customer stakeholders and executive sponsors in addition to product end-users.
  • Engage with sales and Implementation for seamless project handoff for new customers.
  • Influence Product decisions. Represent your customer needs to R&D.
  • Produce consistent client outreach from client onboarding through delivery to drive client engagement, renewals, and growth.
  • Work alongside our project management office and delivery teams to drive customer engagement, upsell, and product rollout activities.
  • Manage key communications with customers as it relates to the overall account.
  • Ensure that customers receive proper guidance and enablement when they are planning changes or seeking to implement new product capabilities.

EXPERIENCE and QUALIFICATIONS:

  • 2+ years of previous experience in customer success or management in cannabis retail.
  • Experience with an in-house CRM tool (Salesforce, Hubspot, etc.)
  • Proven record of helping customers hit their goals.
  • Excellent written and verbal communication skills.
  • Business and technology savvy along with customer empathy.
  • Strong relationship-building skills (internally and externally).
  • Must be reliable, hardworking, organized, and pay close attention to detail.

PHYSICAL DEMANDS:

  • The physical demands, work environment factors, and mental functions described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
  • While performing the duties of this job, the employee is regularly required to talk and hear. 
  • This employee is frequently required to stand, walk, use hands or feet, and reach with hands and arms.
  • May be required to lift a minimum of 50 pounds.