Customer Success Manager
Retain and expand accounts by ensuring customers achieve their desired outcomes with the product.
Customer Success Manager
Customer Success Managers are the guardians of revenue in SaaS. As companies shift from growth-at-all-costs to sustainable growth, CSMs who can retain customers and drive expansion revenue have become critical. The best CSMs combine empathy with commercial acumen, turning satisfied customers into advocates and expansion opportunities. Net Revenue Retention has become the most important SaaS metric, making CS teams more strategically important than ever.
Skills
LinkedIn Optimization
- 1
Share customer success stories and case studies
- 2
Post about retention strategies and NPS improvement
- 3
Connect with CS leaders at target companies
- 4
Highlight NRR and churn reduction metrics
- 5
Show your customer advocacy approach
CV & Resume
- 1
Lead with retention metrics: "Maintained 95% NRR across 50 accounts"
- 2
Detail portfolio size and revenue managed
- 3
Show expansion revenue achieved
- 4
Include onboarding process improvements
- 5
Highlight cross-functional collaboration
Outreach Strategy
- 1
Research the company's customer success approach
- 2
Share ideas on reducing churn in their industry
- 3
Connect with current CSMs at the company
- 4
Demonstrate product knowledge before applying
- 5
Show understanding of their customer journey
Interview Prep
- 1
Prepare examples of saving at-risk accounts
- 2
Show how you identify upsell opportunities
- 3
Demonstrate empathy and problem-solving skills
- 4
Have QBR examples ready to present
A day as Customer Success Manager
Review customer health scores, conduct onboarding calls, prepare and deliver QBRs, handle escalations, identify expansion opportunities, collaborate with product on feature requests, update success plans.
Career Path
Common mistakes
Not quantifying retention and expansion impact
Focusing only on relationship skills without commercial results
Not showing data-driven customer health monitoring
Ignoring the revenue side of customer success
Not preparing customer rescue stories for interviews
Essential tools
FAQ
Average salary for a Customer Success Manager?
The average salary for a Customer Success Manager in Europe ranges between 45K - 80K EUR. This varies by experience, location, and company type.
Key skills for a Customer Success Manager?
Main technical skills: Account Management, Onboarding, Retention Strategy, Upselling, Data Analysis. Soft skills like communication and teamwork are equally important.
Career path for a Customer Success Manager?
Typical path: Customer Success Associate > CSM > Senior CSM > Enterprise CSM > CS Team Lead > Director of CS > VP of Customer Success > CCO.