Customer Success Manager job description

Customer success — Customer Success Manager
Owns a book of accounts through onboarding, health and QBRs.

RESPONSIBILITIES
- Manage communication across several simultaneous or major incidents, and decide when a customer needs a call rather than another email.
- Plan implementations that span several customer teams, competing deadlines or unsettled scope, and name the risks early enough for someone to act on them.
- Enable a large or skeptical audience, including sessions where the product falls short of what the room hoped for, and coach other trainers to improve their sessions.
- Find the pattern behind slippage that repeats across accounts and fix its cause, and call an onboarding at risk before the tracker shows it.
- Work out what first value means for a specific customer, cut the steps that do not lead to it, and show the time saved against a comparable account.
- Interpret a health score alongside the story behind it, catching cases where the number and the reality have drifted apart, and act on the gap.

REQUIREMENTS
- Experience at the Senior Support Specialist level (level 2 of 5) or equivalent
- Holds HubSpot Service Hub Software Certification

REQUIRED SKILLS
Support Operations
- Support Ticket Triage and Prioritization — You can set the triage rules a team follows, catch tickets that are being mis-prioritized as a pattern, and retrain the process rather than fixing one ticket at a time.
- Product Troubleshooting and Diagnosis — You can lead diagnosis of the hardest recurring issues, decide when a workaround is acceptable versus when a fix must be forced through, and coach others through a first difficult diagnosis.
- Support Queue and SLA Management — You can set SLA targets that a team can deliver, and change shift schedules, capacity or process when a queue keeps missing them.
- Support Escalation Ownership — You can run the escalation process for a team, decide when a ticket needs executive visibility, and fix the handoffs that keep losing context.
- Bug Reproduction and Reporting — You can lead reproduction of defects that several engineers have already failed to pin down, and improve the reporting template from what kept going missing.
- Multi-Channel Support Delivery — You can set channel strategy for a team, deciding what belongs on chat versus a call versus a ticket, and coach others whose channel switching is costing time.
- Customer Incident Status Communication — You can manage communication across several simultaneous or major incidents, and decide when a customer needs a call rather than another email.
- Customer Escalation Handling — You can bring support, delivery and product together for a seriously angry customer, then close the loop once the fix lands, including any credit or refund within your authority.
- Support Quality Review and Coaching — You can calibrate scoring between reviewers so agents are judged on one standard, and run interviews and hiring decisions for your support team.

Onboarding
- Customer Implementation Planning — You can plan implementations that span several customer teams, competing deadlines or unsettled scope, and name the risks early enough for someone to act on them.
- Product Training and Enablement Delivery — You can enable a large or skeptical audience, including sessions where the product falls short of what the room hoped for, and coach other trainers to improve their sessions.
- Self-Serve Help Content Authoring — You can restructure a failing help center section, settling disputes over voice, depth and topic placement, and edit other writers' articles to raise their quality.
- Onboarding Milestone Tracking — You can find the pattern behind slippage that repeats across accounts and fix its cause, and call an onboarding at risk before the tracker shows it.
- Time-to-Value Acceleration — You can work out what first value means for a specific customer, cut the steps that do not lead to it, and show the time saved against a comparable account.

Account Growth
- Customer Health Scoring — You can interpret a health score alongside the story behind it, catching cases where the number and the reality have drifted apart, and act on the gap.
- Product Adoption Analysis — You can read the usage data for your accounts and say, with reasons, whether a customer is realizing value, then act on what you find rather than only reporting it.
- Quarterly Business Review Facilitation — You can run a review for a complex or strained account, adapting the agenda to what actually needs to be heard, and steer it away from becoming a status readout.
- Customer Success Plan Development — You can agree a success plan directly with a customer that ties what they do in the product to a business outcome they care about, and you hold both sides to what was agreed.
- Churn and Renewal Risk Management — You can read weak or conflicting signals across a portfolio, rank the at-risk accounts with evidence, and start work on each risk months before the renewal date.
- Expansion Opportunity Identification — You can separate real expansion opportunities from noise and hand them to sales when the customer is ready, following up until each has an owner.

Customer Voice
- Product Feedback Routing — You can turn scattered requests into one problem statement backed by evidence, and push back on the solution a customer asks for to reach the need underneath.
- Customer Reference and Advocacy Development — You can judge which customers make credible advocates and ask when they have just seen a result, landing a reference or case study on your own.
- Customer Community Engagement — You can grow participation in a community space you own, get customers answering each other instead of waiting for staff, and handle a difficult thread in public.
- Customer Satisfaction Measurement — You can find the cause of a satisfaction drop by combining survey scores, ticket data and account notes, and agree a fix with the owning team.

Delivery
- Project Management — You can coordinate a small team's work on a shared goal: who does what by when, what has to wait for what, and a revised plan when things change.
- Planning & Estimation — You can estimate a whole project including its risks and unknowns, split it into stages, and defend the estimate when it is challenged.
- Ownership & Accountability — You can hold accountability for outcomes delivered mostly by other people, taking the blame when it fails and passing on the credit when it works.
- Quality Focus — You can set how quality is checked on complex work shared by several teams, and you spot the problems that only appear where their pieces meet.

Craft
- Problem Solving — You can make the call on a problem outside your expertise and explain its cost, time and risk.
- Domain Expertise — You can advise the team on your area and apply new developments in the field where they pay off.
- Continuous Learning — You can judge which new ideas are worth the team's time and which are not, and you make room for the people around you to learn too.

Communication
- Communication — You can bring disagreeing groups to agreement on the facts and the next steps, and help colleagues frame a difficult or sensitive message.
- Collaboration — You can align teams with competing priorities on a common goal, surfacing the conflict early instead of letting it harden into resentment.
- Writing & Documentation — You can own the documents behind a large piece of work, coordinating contributions so that people who were not involved can carry it on.
- Stakeholder Management — You can win support for a proposal, reset expectations when the plan changes, and turn down a request with a reason the other side accepts.

Leadership
- Leadership — You can lead one piece of work shared by several people, on your own team and beyond, and make calls that they act on.
- Mentoring — You can mentor someone over months, tell them the uncomfortable thing they need to hear, and adapt how you teach to how they learn.
- Strategic Thinking — You can look a year ahead in your area, name what will matter by then, and turn that into work people can pick up now.

REQUIRED CERTIFICATIONS
- HubSpot Service Hub Software Certification (required from Senior Support Specialist)