What Does a Customer Success Manager Do? A Career Overview

If you enjoy helping people succeed and love the idea of being the go-to person for customers, a career as a Customer Success Manager (CSM) might be perfect for you. CSMs are especially in demand in the SaaS (Software as a Service) industry, where companies rely on happy, successful customers to drive recurring revenue.

But what does a Customer Success Manager actually do day-to-day, and what can you expect from this career path? In this overview, we'll break down the role in detail – from daily responsibilities and necessary skills to career progression, salaries, and more.

Whether you've seen CSM job postings on popular sites or niche SaaS job boards (like The SaaS Jobs) or you're just curious about this profession, read on. By the end, you'll have a clear picture of what a Customer Success Manager does and why this role is so critical in the SaaS world.

TL;DR (Too Long; Didn’t Read)

• Bridge between company and customer: A Customer Success Manager ensures customers achieve their desired outcomes using the product, leading to higher satisfaction, loyalty, and retention.
• Key responsibilities: CSMs handle onboarding of new clients, provide training and support, check in regularly on customer health, and proactively address issues before they become problems.
• Retention and growth focus: They work to prevent churn (customer cancellations) and encourage renewals or account expansion (upsells/cross-sells) by demonstrating value to the customer.
• Collaboration: CSMs collaborate with sales, support, product, and marketing teams internally, acting as the customer’s advocate to ensure the product and services align with customer needs.
• Skills needed: Excellent communication, empathy, problem-solving abilities, and a good understanding of the product/industry are crucial. Being organized and data-savvy helps in tracking customer success metrics.
• Qualifications: Many CSMs have a bachelor’s degree (business, marketing, communications are common) and experience in customer-facing roles like support, account management, or sales, though a passion for customer success can sometimes outweigh formal credentials.
• Career growth: There’s plenty of room to grow – you can advance to senior CSM, team lead, Customer Success Director, Vice President, or even Chief Customer Officer. Some CSMs also transition into related fields like sales, product management, or consulting.
• Competitive salaries: Customer Success Managers are well-compensated, with average salaries around $80K USD in the US, £40K in the UK, and equivalent ranges in Canada, Australia, and Ireland (often higher with experience and bonuses).
• High-demand role in SaaS: As subscription-based companies rely on renewals, CSMs are vital. It’s a rewarding job if you enjoy building relationships and helping customers thrive with a product.

Day-to-Day Responsibilities of a Customer Success Manager

The day-to-day life of a Customer Success Manager can be quite dynamic. CSMs wear many hats, but their overarching mission is simple: make sure the customer is happy and successful in using the product. Here are some of the core responsibilities you can expect in a CSM role:

• Onboarding new customers: When a new client comes on board, the CSM guides them through the initial setup and training. This could involve kickoff calls, product demos, helping configure the software to the customer’s needs, and providing resources or documentation to get them started on the right foot.
• Building relationships: CSMs establish regular check-ins (often weekly or monthly calls, business reviews, or status emails) to build a strong relationship with each customer. They act as a trusted advisor, understanding the client’s goals and making sure the customer is getting value from the product over time.
• Monitoring customer health: A big part of the job is keeping an eye on usage and engagement metrics. For example, a CSM might track how often the customer is logging in or which features they use. If they notice a drop in activity or other red flags (like low product adoption or unresolved support tickets), they’ll proactively reach out to address the situation. The goal is to spot any issues early and prevent the customer from becoming dissatisfied.
• Answering questions and troubleshooting: Customers inevitably have questions or run into roadblocks. The Customer Success Manager is the point person to field those inquiries. In practice, this means responding to emails about how to do X in the app, jumping on a call to walk a client through a feature, or coordinating with the technical support team if there’s a bug or complex issue. CSMs essentially serve as the customer’s internal advocate – if the customer has a need, the CSM rallies the right internal resources to help.
• Advocating customer needs internally: Because CSMs work so closely with customers, they often collect valuable feedback on what users like, dislike, or wish the product could do. A good CSM makes sure to share this feedback with the product development and engineering teams. For instance, if many customers request a particular feature, a CSM will communicate that trend internally. In this way, the CSM becomes the “voice of the customer” within the company, pushing for improvements that benefit both the customers and the business.
• Encouraging product adoption and value: Part of ensuring customer success is teaching best practices and highlighting features that the client might not be using yet. A CSM might conduct webinars, create tip sheets, or simply make personalized suggestions: “Hey, I noticed you haven’t tried our analytics dashboard yet – let’s explore how that could help you reach your goals.” By driving greater adoption of product features, CSMs help customers get more value, which in turn increases the chances they’ll renew their contract.
• Handling renewals and upsells: In many organizations, Customer Success Managers play a role in contract renewals. They keep track of when a customer’s subscription or contract is up for renewal and make sure the customer is satisfied well before that date. If there are renewal discussions, the CSM often partners with the sales or account management team to finalize the deal. Similarly, CSMs look for upsell or cross-sell opportunities – for example, if a customer could benefit from upgrading to a higher tier or an add-on service, the CSM will identify that fit and introduce it at the right time (always framed around the customer’s needs, not just selling for the sake of it).
• Managing customer accounts proactively: Rather than waiting for customers to contact them with problems, great CSMs are proactive. They may use “playbooks” or predefined processes to reach out at certain milestones (90 days in, 6 months in, etc.) or when certain triggers happen (like customer usage drops or a new feature releases). The idea is to stay ahead of the customer’s needs and continually demonstrate value. One experienced CSM described the role as being “in the trenches every day” with the customer – if the client has a question or an issue, the CSM is right there to assist and advocate for them.

As you can see, the job is a mix of reactive work (responding to questions, solving problems) and proactive work (planning touchpoints, analyzing customer data, strategizing how to boost success). It’s this variety that many find appealing. In the words of a Series B SaaS startup CSM: “The Customer Success team is focused on growing revenue and making our customers happy. We are client-facing and basically in the trenches every day – anytime a client has a question, problem, or need, we’re in charge of advocating for them internally.” In short, a Customer Success Manager is the customer’s champion within the company, doing whatever it takes to help the client succeed and thereby ensuring the company succeeds as well.

Required Qualifications and Desirable Skills

Now that we know what a CSM does, what do you need to become one? The good news is that there isn’t one single “right” background that leads to a customer success career. People enter CSM roles from various paths – some from sales or support, others from account management or even technical backgrounds. That said, there are common qualifications and skills employers look for when hiring a Customer Success Manager:

• Education: Many companies prefer candidates with a bachelor’s degree. Common majors include Business, Marketing, Communications, or related fields. However, this isn’t a strict requirement in all cases. What’s more important is your ability to understand business concepts and communicate effectively. In fact, some CSMs come from non-traditional educational backgrounds but shine because of their experience and skills.
• Customer-facing experience: Having a track record in a role where you worked directly with customers or clients is extremely valuable. This could be experience in customer support, sales (like account executive or sales engineer), account management, consulting, or even teaching/training roles. The key is that you’ve developed a sense for handling customer needs and expectations. Employers love to see that you know how to keep customers happy from prior jobs.
• Communication skills: As a CSM, you’ll be constantly talking to customers via email, calls, video meetings, and sometimes in person. Strong verbal and written communication is essential. You need to be able to explain complex ideas in simple terms, listen actively to client concerns, and convey empathy. Being personable and a good listener goes a long way in building trust with customers.
• Empathy and customer-centric mindset: Great CSMs genuinely care about their customers’ success. You should be able to put yourself in the customer’s shoes, understand their goals and fears, and show that you’re invested in helping them succeed. Empathy helps you handle difficult conversations gracefully and turn a frustrated customer into a satisfied one by truly addressing their concerns.
• Problem-solving and resourcefulness: Customers will come to you with all sorts of questions and challenges. You won’t always immediately know the answer – and that’s okay. A good CSM has a problem-solving mindset: you remain calm under pressure, investigate issues, and leverage whatever resources necessary (internal teams, documentation, your own product knowledge) to find solutions. Essentially, you need to be a bit of a detective and a project manager rolled into one.
• Product and industry knowledge: In order to advise customers, you must know your own product inside-out. CSMs often develop a strong technical understanding of the software or service they support (without necessarily being programmers). You should also understand the industry your customers are in, if possible – for example, if your SaaS product is for marketing professionals, a CSM who is familiar with marketing concepts will be more effective. This expertise helps you deliver tailored advice and spot opportunities to add value.
• Organization and time management: Most Customer Success Managers juggle a portfolio of many accounts (sometimes dozens of clients). Keeping track of each customer’s status, follow-up tasks, and deadlines (like renewal dates) requires excellent organization. Employers look for people who can prioritize tasks, manage their calendar well, and use tools (like CRM systems or customer success software) to stay on top of everything.
• Analytical skills: CSMs often work with data – whether it’s usage metrics, customer satisfaction scores, or churn reports. Being comfortable with spreadsheets and analytics tools is a plus. You don’t need to be a data scientist, but you should be able to interpret data trends about your customers (e.g., noticing if a customer’s usage is dropping month over month) and take action based on insights.
• Leadership and ownership: Although CSMs don’t usually manage staff (at least not in entry-level roles), they do act as leaders for their customers. One customer success leader, Ed Valante, put it this way: “If you are a Customer Success Manager, you are a leader.” This refers to leading the customer through their journey and also leading internally by coordinating different teams to get things done for your customer. Showing initiative, taking ownership of customer outcomes, and demonstrating leadership qualities can set you apart.

In summary, to land a CSM role you’ll typically want to have a blend of interpersonal skills, business savvy, and some technical aptitude. Showcasing any experience where you helped customers, solved problems, or worked cross-functionally will strengthen your candidacy. And if you lack direct experience in customer success, highlight transferable skills – for example, an experience in retail or hospitality can demonstrate customer service and communication skills applicable to a CSM position.

Career Progression Opportunities for CSMs

One appealing aspect of the Customer Success Manager career path is the variety of growth opportunities it offers. As companies recognize the value of customer success, they are investing in building out entire customer success departments with layers of leadership. This means as a CSM you can grow both vertically (into higher roles) and horizontally (into related fields). Here’s a look at how a CSM career can progress:

• Senior Customer Success Manager / Team Lead: With a few years of experience and a track record of keeping customers happy, you might be promoted to a senior CSM role. Senior CSMs often handle the largest or most strategic accounts or may mentor junior team members. In some companies, you could become a Customer Success Team Lead, overseeing a small group of CSMs while still managing some customer accounts yourself.
• Customer Success Manager, Enterprise or Strategic Accounts: Another path as you grow is to work with higher-stakes clients. For example, an Enterprise CSM focuses on the company’s biggest customers – these clients might require more strategic planning, on-site meetings, and deeper business reviews. It’s a role that demands greater skill in handling complex accounts but can be very rewarding as you become a strategic advisor to major customers.
• Customer Success Leadership (Manager/Director/VP): If leadership is your goal, CSM is a great starting point. Many CSMs advance to roles like Customer Success Manager (which can be a title for a team manager), then Director of Customer Success, and onward to Vice President of Customer Success or Chief Customer Officer. In these leadership roles, you’d be managing teams of CSMs (and possibly related roles like onboarding specialists or customer success operations staff), setting the strategy for how the company engages and retains customers, and working closely with other execs on company-wide customer strategy. These positions carry a lot of responsibility, but they also have a big impact on the business.
• Specialized roles and lateral moves: The skills you gain as a CSM can open doors to other career paths too. Some experienced CSMs choose to move laterally into areas like Account Management or Sales (leveraging their customer relationship skills to sell or upsell products), Product Management (using their deep customer knowledge to help design better products), or Customer Success Operations (focusing on the processes, tools, and data that drive the customer success team’s efficiency). Others might become Customer Success Trainers or Consultants, helping to teach best practices to other teams or even other companies. The career path is quite flexible – the common thread is you become an expert in fostering customer happiness and can apply that expertise in many contexts.

It’s worth noting that in many SaaS companies, the role of customer success is relatively new, which means there’s plenty of opportunity to carve out your own path. Ambitious individuals can rise quickly as their companies expand their customer success teams. For instance, someone might start as a lone CSM at a startup, then become the team manager as the company hires more CSMs, and eventually grow into the Head of Customer Success as the department matures. If you love helping customers and also enjoy strategy and leadership, you could find yourself as a Chief Customer Officer one day, setting the vision for customer experience at a high level.

On the flip side, not everyone wants to go into management – and that’s okay too. Some companies offer an individual contributor path for CSMs, where you can become a Principal Customer Success Manager or a highly skilled expert handling the most challenging accounts, without personnel management duties. The key takeaway is that a CSM career can be what you make of it. As one CSM put it, building long-term relationships and being a trusted advisor to customers is “a privilege” – and whether you do that one-on-one or as a leader of a team, it’s a fulfilling trajectory.

Salary Expectations for Customer Success Managers

How much do Customer Success Managers earn? The answer, of course, depends on factors like location, experience, industry, and the size of the company. However, CSMs are generally well-compensated, reflecting the important impact they have on customer retention and revenue. Let’s break down salary expectations across a few major English-speaking regions:

• United States: In the US, the average base salary for a Customer Success Manager is around $80,000 USD per year. Entry-level CSMs might start in the $60k range, whereas experienced CSMs at large tech firms can earn base salaries in the $90k+ range. In addition to base pay, many CSM roles include bonuses or commissions tied to customer retention or expansion targets. It’s not uncommon for total compensation (base + bonus) to exceed $100,000 for successful CSMs in high-performing teams.
• United Kingdom: In the UK, CSM salaries average about £35,000 – £45,000 per year for mid-level roles. Junior CSMs may see salaries around £25k-£30k, while senior CSMs or team leads in London or at fast-growing SaaS companies can earn £50k to £60k or more. London typically offers higher salaries compared to other parts of the UK, in line with the cost of living and concentration of tech companies.
• Canada: Canadian Customer Success Managers often earn roughly CAD $65,000 – $80,000 per year on average. In major tech hubs like Toronto or Vancouver, salaries might skew higher (CAD $80k+ for experienced CSMs). Entry-level positions may start around CAD $50k. Similar to the US, some companies offer incentive pay or bonuses for CSMs, which can add to the overall compensation package.
• Australia: In Australia, the average salary for a CSM is around AUD $90,000 – $110,000 per year. Sydney and Melbourne, being larger cities with many SaaS firms, tend to offer salaries on the higher end of that spectrum. It’s a role in demand, so experienced Customer Success Managers (or those handling enterprise accounts) might see compensation well above AUD $100k, sometimes with additional performance bonuses.
• Ireland: In Ireland, a Customer Success Manager can expect an average salary in the range of €45,000 – €60,000 per year. Dublin, as a tech center with many SaaS companies and European headquarters, often offers salaries toward the upper end of that range (or higher for senior roles). Less experienced CSMs might start in the €30k-€40k range. As with other regions, larger companies or those in the tech sector may offer additional commission or bonus structures on top of base pay.

Keep in mind that these figures are approximate averages as of the time of writing. Salaries can fluctuate year-to-year and vary by company. Benefits, stock options (in startups or public companies), and other perks can also significantly add to the total compensation package for a Customer Success Manager. Overall, the salary outlook for CSMs is strong, especially as you gain experience and prove your ability to retain and grow customer accounts. High-performing CSMs who consistently help their customers succeed are highly valued – and their pay reflects that.

Wrapping Up

Stepping into a Customer Success Manager role means you’ll be at the heart of the customer-company relationship. It’s a role built on human connection, problem-solving, and strategic thinking. Every day might look a little different – one day you’re celebrating a customer’s huge success using your software, and the next you’re rolling up your sleeves to help a client through a tough issue. This variety, combined with the tangible impact you have on both customers and the business, is what makes the job so rewarding.

For job seekers, now is an exciting time to pursue customer success in the SaaS industry. Companies are increasingly listing CSM positions on specialized job platforms (for instance, The SaaS Jobs, which focuses on SaaS opportunities) as well as general job boards. If you have a passion for helping others achieve their goals and you’re ready to be a customer’s champion, the Customer Success Manager career might just be your calling. With the right mix of skills and a genuine dedication to customer happiness, you’ll find plenty of opportunities to grow and succeed along with your clients.

In summary, what does a Customer Success Manager do? They ensure the customer’s success. When customers win, the company wins – and the CSM is the facilitator of that win-win scenario. It’s a career where you can make a real difference, build meaningful relationships, and continuously learn in the evolving world of SaaS. If that sounds exciting to you, don’t hesitate to explore this career path. Good luck on your journey to becoming a stellar Customer Success Manager!