This free Customer Success Manager job description template is ready to use — copy it, replace the {{placeholders}}, and post your role in minutes. It includes a company intro, a role summary, responsibilities, requirements, nice-to-haves, and compensation, with writing tips and FAQs below to help you tailor it to your team.
When to use this template
Use this when you're hiring someone to own customer relationships after the sale — driving onboarding, adoption, retention, and expansion across a book of accounts. It assumes a post-sale role distinct from support.
CSM means different things at different companies. The most useful detail you can add is whether the role owns a revenue number (renewals, expansion) and how technical the customers and product are. Candidates calibrate their fit on exactly those two points.
If the role is really reactive support or pure account management/sales, adapt the responsibilities accordingly — blending all three in one JD attracts no one well.
Writing tips
- Clarify whether the role owns retention/expansion revenue or is purely relationship management.
- Describe the book of business: number of accounts, segment, and how technical the product is.
- Distinguish customer success from support — they attract different candidates.
- Highlight the cross-functional nature (product, sales, support) of the role.
- Include the salary range, including any variable component.
The job description
Copy the template below and replace the {{placeholders}} and [bracketed notes] with your specifics.
About {{company}}
{{company}} is [what you do]. Our customers are central to how we grow, and we're hiring a Customer Success Manager to make sure they succeed with us.
The role
As a Customer Success Manager, you'll own a book of accounts from onboarding through renewal and expansion. You'll be the trusted partner who makes sure customers get real value, stay with us, and grow. This role reports to {{hiring_manager}} and is based {{work_type}} in {{location}}.
What you'll do
- Onboard new customers and drive them to their first real win quickly.
- Own retention and expansion across your book of accounts.
- Build relationships with key stakeholders and become their trusted advisor.
- Spot risk early and run proactive plays to keep customers healthy.
- Channel customer feedback to product and advocate for what they need.
What we're looking for
- 2+ years in customer success, account management, or a similar post-sale role.
- A track record of retaining and growing customer relationships.
- Strong communication and genuine empathy for customers' goals.
- Comfort with a [technical / SaaS] product and the ability to explain it clearly.
- Organization and the discipline to manage many accounts at once.
Nice to have
- Experience owning a renewal or expansion number.
- Familiarity with [your CS tooling, e.g. HubSpot, Gainsight, Intercom].
- Background in [your customers' industry].
What we offer
- Salary range: {{salary_range}}, plus any variable and equity.
- [Comprehensive benefits].
- Flexible {{work_type}} working and [PTO policy].
- Direct impact on retention and a real voice in shaping the product.
How to personalize
Replace these placeholders before posting:
- {{company}}
- {{location}}
- {{work_type}}
- {{salary_range}}
- {{hiring_manager}}
The bracketed notes — like [your benefits] or [your primary language(s)] — are prompts to swap in your own details. The more specific you are about the actual work and stack, the stronger your applicant pool will be.
Frequently asked questions
- What does a Customer Success Manager do?
- A Customer Success Manager owns customer relationships after the sale. They onboard new customers, drive adoption, manage renewals and expansion across a book of accounts, spot churn risk early, and channel customer feedback back to the product team.
- What's the difference between Customer Success and Customer Support?
- Customer Support is largely reactive — answering questions and resolving issues as they come in. Customer Success is proactive and relationship-driven, focused on making sure customers reach their goals, stay, and grow. Support is measured on resolution; success is measured on retention and expansion.
- What skills should a Customer Success Manager have?
- Strong communication and genuine empathy for customers' goals, comfort with a technical or SaaS product, the organization to manage many accounts at once, and the commercial instinct to spot risk and expansion opportunities. CSMs who own a renewal or expansion number need a sales-adjacent mindset too.