Great news - you're looking to grow your Customer Success team and planning on how to find the right candidate for your team. 

One of the first steps is to create a well-written and compelling job description that accurately describes the role, the primary responsibilities, must-have skills, and your company culture.

As mentioned in previous posts - Customer Success is one of the fastest growing professions resulting in increased demand and competition for candidates. 

Creating a job description that set's your company apart from the crowd, whilst detailing the core skills required without just making a list of demands is vital!

There is no doubt that creating a great Customer Success job description is tough, partly due to the wide range of goals and responsibilities that make-up CS teams from one company to the next.

The required skills can differ greatly from company to company, depending on the tech, the stage of company growth and a companies attitude towards Customer Success. 

This all makes your task of creating a great job spec that much harder; however, you'll find it an invaluable investment of time when it comes to attracting and assessing candidates. 

Take a look on LinkedIn and you'll see hundreds of Customer Success jobs posts that all look very similar to one another, so why would a candidate feel compelled to apply to your post?

To start, here’s some tips for writing a Customer Success Manager job description.

Summary

In this section you will want to provide an overview of the CSM role and the part it plays within your entire organisation. This is your chance to help make your job description exciting by adding in colour and life!

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:

  • Categorisation 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.