Customer Success Specialist Job Description Template

Creating an effective job description requires a complete understanding of what the customer success role entails. What are the main responsibilities? Will the specialist be a member of a team? What qualifications should candidates bring to the table? Choose the most important credentials and then a few details about your company values. These will help you craft a brief yet compelling customer success specialist job post that will attract the right candidates. A good way to begin is by envisioning the ideal employee and adapting the following template to meet your specific needs.

Sample customer success specialist job description

[Company X] is a fast-growing media start-up searching for flexible go-getters who welcome the challenges of a growing business. We’re specifically looking for a customer success specialist who will roll up their sleeves and lead from the trenches. As a key member of the leadership team, the specialist will help craft our customer-success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, the candidate should have relevant digital or advertising experience and a track record of analyzing and optimizing campaigns.

Objectives of this role

Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction
Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team
Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings
Maintain existing customer-success metrics and data as directed

Responsibilities

Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals
Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables
Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings
Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement
Work with sales and marketing teams to boost customer referrals and develop case studies

Required skills and qualifications

Three to five years of experience in communications, marketing, sales, account management, or customer success
Strong skills in verbal and written communications, strategic planning, and project management
Analytical and process-oriented mindset
Ability to work effectively across multiple departments in a deadline-driven environment
Active team player, self-starter, and multitasker who can quickly adjust priorities

Preferred skills and qualifications

Bachelor’s degree or equivalent
Knowledge of Salesforce and project management tools
Experience in event planning