What is a Customer Success Manager?
Customer Success teams are being created in companies to enhance and improve the lifecycle of their customers, but also to retain and grow their businesses. A Customer Success Manager is tasked with managing the whole lifecycle of a customer journey and can sometimes work alongside a Customer Success Engineer, who has technical expertise. Post-sale, the Customer Success Manager is the primary point of contact and is tasked with driving customer satisfaction, with the aim of exceeding their customers’ expectations.
Strong Customer Success candidates usually require the following skills:
- Proactive problem-solving skills, with the ability to foresee problems before they arise.
- Exceptional communication skills and a passion to go the extra mile.
- A strong sense of empathy, with exceptional client handling skills.
- Excellent communication and negotiation skills.
- Highly ambitious with a huge drive for success.
Depending on the size of the company, there can be a number of roles within the Customer Success team such as the entry level Customer Success Executive, more experienced Customer Success Manager and a Head of Customer Success, who has overall responsibility for the team and strategy. Some companies will have a solo Customer Success Manager who assumes responsibility for the Customer Success output for the whole business. They will usually work alone but frequently collaborate with other departments within the business.
Recruiting for Customer Success roles
If your business is looking to create a Customer Success team, expand what you have or replace roles within your function, it is vital to find the right candidates to manage, grow and retain your customers. This is an area where we excel. Often these unique roles are filled by individuals with a mix of the right personality, talent, experience, skills and background in your sector but not always the existing ‘customer success’ title. Though we are equally apt at sourcing people in the same roles at your competitors through direct methods. We generally use proactive methods to fill these roles for you and we understand what it takes to attract the very best Customer Success Managers. Call us today for a no obligation, confidential chat.
I found it easy to build a good working relationship with Joby from day one. He gives very open and honest assessment on roles we have given to him and his ability to source sales staff as well as feedback on the market place is second to none.
I’ve used Joby successfully on a number of occasions for senior sales positions within my team, I found that he really took time to listen to what we wanted (and helped us find it) and rather than just bombard us with hundreds of speculative CVs, they have a a more tailored style and delivered great results. Also when it was needed they were not afraid to tell me where I had gone wrong previously and how to rectify it.. And it worked!
Zero Surplus have become our ‘go to’ recruiter. Always proactive and efficient, they make the effort to understand our agency and our people. The quality of their candidates really do stand out from the rest and they consistently find us absolute STARS who go on to flourish within our teams.
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I was recently looking to hire a new Sales Manager after I was left in the lurch, and abandoned by another agency. Zero Surplus and particularly Joby were very helpful. After talking with them about what I needed, I realised the role I was seeking perhaps wasn’t best suited to our needs, and as a result they helped stop us making a bad decision. We’ve now filled our role in a different format, and the results are speaking for themselves. I recommend Joby and the team for any sales recruitment.
Joby was Very helpful with my job hunt, very professional and always fast with a reply and update to the situation. Couldn’t of asked for better help.
Zero Surplus was instrumental in finding me my fantastic new role, with proactive and quick communication throughout the process. Thanks to Joby for his hard work.
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Joby Read is a fantastic recruiter. He was supportive, professional and really helped me through the interview process. Thanks Joby!
The best recruitment agency in the East of England by a long way. Nothing is too much trouble for Joby and the team – highly recommended.
Before Zero got in touch with me, I was finding that there’s a lot out there for graduates that’s quite disingenuous, in terms of jobs and agencies, among other things. I was lucky they got in touch because working with Zero has not only been an absolute breath of fresh air but also reminded me that amazing jobs do exist!! Thank you both for everything you do and for walking me through the process!
Super helpful, knowledgeable, experienced agency. Helped me find the right job I was looking for and Joby and Tom supported me through every step. 5* service.
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Such a great agency!! Joby recently helped place me within a dream role and the process from start to finish was quick and extremely smooth. really knowledgeable and they know the companies they work with so well. Couldn’t ask for more from a recruitment agency!
Joby offered a first class service. He matched me with a job role and then supported me through every stage of the process, even checking over presentations I had prepared for the interviews. In summary, I would highly recommend Joby and Zero Surplus to any jobseeker.
I had a great experience with Zero Surplus in my recent search. I felt well prepared for all interview stages and had great help and feedback along the way.
I’d highly recommend Zero Surplus if you’re considering a career change.
They were extremely helpful and successfully found me my current role. I wanted to change industries, and they had a lot of knowledge on what position would suit me based on my skills. They were friendly, personable but professional throughout the process and would respond to emails / calls quickly which made everything very easy.
Joby spoke with me to ensure my skills were relevant, and that the role was what I was looking for. He then recommended me and I found him very approachable. He did not pressure me to go for any roles I didn’t see myself working for a long time. This resulted in me trusting him to find the perfect role for me, which he did.