Customer Success Manager EU (2023)

FAQs

Can you make a lot of money as a Customer Success Manager? ›

According to this year's survey data and payscale data, the average salary for customer success managers in 2021 is $94,000.

1. Communication. Customer success managers are the link between customers and your business, so they need to be able to effectively communicate with customers and team members.

Is being a customer success manager a hard job? Working as a customer success manager is not hard, but it takes a number of different skills to be successful. You need to be able to juggle different clients, their individual needs, and successfully balance this with the needs of the company.

Getting started can be hard as there's a lot to learn. Whether you're a new Customer Success Manager, or looking to transition to CS, or even a SaaS business founder looking to implement a CS program, the best place to learn is from others who have gone through it themselves.

We found that average compensation for a CSM with less than three years of experience remained at $80,000 – $120,000 on the East and West Coasts, while in the Midwest it was usually $70,000 – $100,000. For those with more than three years of experience, it was $100,000 – $160,000 and $90,000 – $140,000, respectively.

While not all Customer Success Managers need to have a deep technical background, it can be beneficial for them to possess some level of technical knowledge.

The three most important attributes a successful manager must have are domain knowledge, high emotional intelligence, and energy & mental fortitude. A successful customer success manager is someone who builds long-lasting relationships with clients.

Problem Solving

Arguably one of the most important aspects of a CSM's skillset is their problem-solving abilities. The nature of the CSM role is to provide solutions for their team and customers, so it's important that a CSM can identify problems in the customer lifecycle and provide tailored solutions for each issue.

You don't necessarily need to have a specific level of education to become a customer success manager. But you will need the right mix of experience and demonstrable interpersonal skills to even stand a chance.

What is next after Customer Success Manager? ›

Traditionally, these roles would progress from one of the roles in mid-management to a team lead position, then to head of customer success and onward. Head of customer success is usually a manager of team leaders, a director is a manager of managers, VP is a manager of directors, and CCO is the top banana!

Customer success managers usually work 40 hours a week in shifts. They are expected to be available 24/7 to handle customer concerns. For their availability and interpersonal skills, customer success managers are rewarded with an average annual salary of over $97,000.

If you love working with people and are driven by results, Customer Success is a great career path for you – it's a very rewarding job, with lots of growth opportunities in terms of personal growth, learning, courses, and professional development.

It can take you anywhere between six and eight years to become a CSM spending on your educational background and industry-relevant experience. Earning a Bachelor's Degree in Marketing will take you four years, then you will need an additional two to three years of work experience in the field to become a CSM.

A customer success manager usually has a bachelor's degree. But many companies don't require a degree to apply for a customer success role. Experience in customer-facing roles and a proven track record of understanding customers' needs are most important.

Average Morningstar Customer Success Manager yearly pay in Chicago is approximately $74,477, which is 8% above the national average.

In the Enterprise and MidMarket, the survey indicates most CSMs manage $2-5M in ARR. We see a normal distribution with a slight left skew. This means it's rarer to see a CSM manage 10-20M in ARR than $0.5M-$1M in ARR in both cases.

Average Google Customer Success Manager yearly pay in the United States is approximately $138,631, which is 100% above the national average.

Technology is the highest-paying industry for customer success managers in the US.

How much do customer success managers make in Europe? ›

The average Customer Success / Account Manager total compensation package is $103.7K in Continental Europe.

Problem-Solving

Solving customers' problems is at the core of what a customer success team does. Problem-solving without stress is crucial because problems will inevitably come up.

The median amount of customers an SMB CSM manages is between 100-250. 37% of SMB CSMs manage more than 250 customers.

They both focus on revenue generation.

Even though CS and Sales manage different stages of the customer journey, their actions both impact revenue generation. Sales focuses its efforts on closing deals, while CS strives for high customer satisfaction and retention – both of which translate into more profit.

The average Customer Success Manager tends to be logical and analytical about decisions, but warm in interactions with others. The average Customer Success Manager tends to prioritize stability and consistency in their environment.

Problem-Solving and Resolution

Customer success managers hold the key to customer account growth and trust. Successful CSMs often rely on their prowess in problem-solving, resolution, and creative thinking – which are essential for overcoming challenging moments across a customer's lifecycle.

Skills: Communication, customer service, reading and writing, leadership, data and analytics. Responsibilities: Communicate with customers to meet needs and long-term goals, gather and deliver information between internal and external teams, track and optimize customer retention metrics, manage customer success team.

Customer success managers need to be adaptive and capable of changing their routines on the fly. Sometimes they'll provide proactive customer service, while other times they'll handle inbound service requests. Your CSM should be able to account for all of their daily tasks and consistently complete them on time.

Hi [Customer name], Welcome to [Company Name]! I'm [CS Manager Name], and I am your dedicated Success Manager. As [Sales Rep Name] mentioned, I'll be your main point of contact, and it's my job to make sure you have everything you need to achieve your goals with our products.

Is Customer Success Manager a senior role? ›

A Customer Success Manager seeks to develop a positive customer experience and fosters relationships and support brand loyalty. The job title is a mid-level management level position in the customer service department.

While some candidates might be able to secure a job as a director of customer success with only a bachelor's degree, most professionals in this position also have a Master of Business Administration (MBA) degree.

A Customer Success Manager seeks to develop a positive customer experience and fosters relationships and support brand loyalty. The job title is a mid-level management level position in the customer service department.

Job titles that are especially common for a Customer Success Specialist to move into include Customer Experience Manager, Account Executive, Partnerships Manager, Sales Director, Technical Account Manager, Business Development Manager, Enterprise Account Manager and Account Manager.

What Is Customer Success Team Structure? The customer success organizational structure is divided into customer-facing team members, known as customer success managers (CSMs), mid-level management personnel who supervise CSMs, and higher-level managers who oversee the department.

Total Pay Estimate & Range

The estimated total pay for a Customer Success Manager at Rapid7 is $133,676 per year.

They meet with members of the sales team to learn more about new customers and the onboarding process. They can also expect periodic meetings with product development. CSMs need to know about new product features so that they can help customers take full advantage of all developments.

The estimated total pay for a Customer Success Manager at Zoom Video Communications is $133,376 per year.

Customer success can also be paid based on a commission rate for each renewal sale. Some companies do both and reward the representative if they hit a target renewal rate and pay them a commission for each sale.

If you find a similar sense of satisfaction and accomplishment in helping customers, then product management might be for you as well. In fact, this is one way in which CSMs can make the best PMs.

Is Customer Success Manager stressful? ›

If you're going to take care of your customers, you have to take care of yourself, too. Customer success is a stressful job. It's easy to feel overwhelmed and overworked--especially when working remotely, where there's less separation between work and home life. Take breaks.

Getting started can be hard as there's a lot to learn. Whether you're a new Customer Success Manager, or looking to transition to CS, or even a SaaS business founder looking to implement a CS program, the best place to learn is from others who have gone through it themselves.

If you love working with people and are driven by results, Customer Success is a great career path for you – it's a very rewarding job, with lots of growth opportunities in terms of personal growth, learning, courses, and professional development.

The median amount of customers an SMB CSM manages is between 100-250. 37% of SMB CSMs manage more than 250 customers.

Average Salesforce Customer Success Manager yearly pay in the United States is approximately $138,611, which is 100% above the national average.

Traditionally, these roles would progress from one of the roles in mid-management to a team lead position, then to head of customer success and onward. Head of customer success is usually a manager of team leaders, a director is a manager of managers, VP is a manager of directors, and CCO is the top banana!

CSMs can often move into sales, operations, product or leadership roles in other departments. People who make these moves will (hopefully) take the voice of the customer with them and advocate on behalf of the customer experience.

Average Canva hourly pay ranges from approximately $13.46 per hour for Customer Success Manager to $20.00 per hour for Customer Service Representative. Salary information comes from 8 data points collected directly from employees, users, and past and present job advertisements on Indeed in the past 36 months.

1. Customer-First Mindset. Like any customer service job, the customer should always be at the forefront of your attention. Their success equals your success, and the more you can invest in their needs and goals, the more successful you'll be in this position.

Is Customer Success Manager a sales job? ›

Customer success managers are both salespeople and support professionals. But the difference between a customer success manager and an account manager is that customer success managers aren't focused on winning the next account or putting out individual fires.

How much does a Customer Success Manager make at Cisco Systems in the United States? Average Cisco Systems Customer Success Manager yearly pay in the United States is approximately $114,189, which is 65% above the national average.

The average Client Success Manager salary in Chicago, IL is $93,915 as of May 01, 2023, but the salary range typically falls between $84,741 and $103,747.