Main role
A Customer Success Manager is at the heart of customer relations. Also referred to as a ‘Customer Advocate’ or Customer Service Manager, their objective is customer satisfaction and loyalty. By ensuring that customer expectations and needs are always met, they seek to retain and develop the company’s client portfolio.
SIMILAR JOB TITLES
Customer Experience Manager, Customer Care Manager
Job tasks
- Support, train, and advise clients in using products or services to maximise their satisfaction and independence
- Gather client feedback, analyse user experience (UX), and identify areas for continuous improvement
- Implement and manage loyalty strategies (loyalty programmes, personalised follow-up, proactive actions)
- Handle complaints or dissatisfaction, coordinate incident resolution, and ensure final customer satisfaction
- Collaborate with sales, marketing, product, and support teams to improve the offer and anticipate market expectations
- Monitor performance indicators (NPS, churn rate, satisfaction rate) and analyse results to adjust action plans
- Contribute to the digitalisation of customer relations using CRM tools, automation platforms, and data analytics solutions
Required skills
Empathy, Analytical mind, Curiosity, Be an educator, Ability to work in a team, Diplomacy, Interest in digital and new technologies.
What you need to learn/master
Internet technologies, E-marketing techniques, Customer Relationship Management (CRM) tools, Project management, Commercial law, Negotiation techniques, Business English, Statistical analysis tools.
- Level of qualification: Bachelor Year 3 (3 years of post-High School education)
Career opportunities & progression
The Customer Success Manager can progress to roles such as Customer Success Specialist, Key Account Manager, Customer Experience Consultant, Head of Customer Relations, Retention Manager, or Sales Director.
