II.
Role overview
Reference · liverole:customer-success-manager
Customer Success Manager overview
Owns the post-sale relationship with a portfolio of customers, ensuring they realize the intended value from the product and renew or expand their contracts. Conducts regular business reviews, monitors adoption health metrics, and coordinates with support and product teams to resolve friction. Acts as the customer's advocate internally, surfacing churn signals and growth opportunities.
Attributes
displayName
Customer Success Manager
isAgentic
false
automatability
0.3
description
Owns the post-sale relationship with a portfolio of customers, ensuring they
realize the intended value from the product and renew or expand their contracts.
Conducts regular business reviews, monitors adoption health metrics, and
coordinates with support and product teams to resolve friction. Acts as the
customer's advocate internally, surfacing churn signals and growth opportunities.
seniority
mid
Outgoing edges
holds_responsibility4
- responsibility:stakeholder-communication·ResponsibilityStakeholder Communication
- responsibility:customer-escalation·ResponsibilityCustomer Escalation
- responsibility:sla-management·ResponsibilitySLA Management
- responsibility:metric-definition·ResponsibilityMetric Definition
requires_skill2
- domain:software-engineering·DomainSoftware Engineering
- specialization:technical-documentation·Specialization
Incoming edges
held_by2
- responsibility:customer-satisfaction-metrics·ResponsibilityCustomer satisfaction metrics
- responsibility:churn-reduction·ResponsibilityChurn reduction
involves_role4
- workflow:customer-journey-optimization·WorkflowCustomer Journey Optimization
- workflow:incident-response·Workflow
- workflow:user-feedback-loop·WorkflowUser Feedback Loop
- workflow:customer-onboarding-B2B·WorkflowCustomer Onboarding (B2B)
lib_involves_role118
- lib-agent:customer-experience--escalation-coordinator·LibraryAgentescalation-coordinator
- lib-agent:customer-experience--itil-service-manager·LibraryAgentitil-service-manager
- lib-agent:customer-experience--problem-analyst·LibraryAgentproblem-analyst
- lib-agent:logistics--freight-coordinator·LibraryAgentfreight-coordinator
- lib-agent:logistics--fulfillment-coordinator·LibraryAgentfulfillment-coordinator
- lib-agent:logistics--last-mile-coordinator·LibraryAgentlast-mile-coordinator
- lib-agent:logistics--returns-manager·LibraryAgentreturns-manager
- lib-agent:logistics--warranty-claims-coordinator·LibraryAgentwarranty-claims-coordinator
- lib-agent:sales--account-strategist-agent·LibraryAgentaccount-strategist-agent
- lib-agent:sales--alignment-facilitator-agent·LibraryAgentalignment-facilitator-agent
- lib-agent:sales--battlecard-creator-agent·LibraryAgentbattlecard-creator-agent
- lib-agent:sales--challenger-coach-agent·LibraryAgentchallenger-coach-agent
- lib-agent:sales--comp-designer-agent·LibraryAgentcomp-designer-agent
- lib-agent:sales--customer-health-agent·LibraryAgentcustomer-health-agent
- lib-agent:sales--data-steward-agent·LibraryAgentdata-steward-agent
- lib-agent:sales--deal-inspector-agent·LibraryAgentdeal-inspector-agent
- lib-agent:sales--expansion-hunter-agent·LibraryAgentexpansion-hunter-agent
- lib-agent:sales--forecast-analyst-agent·LibraryAgentforecast-analyst-agent
- lib-agent:sales--lead-router-agent·LibraryAgentlead-router-agent
- lib-agent:sales--lead-scorer-agent·LibraryAgentlead-scorer-agent
- lib-agent:sales--meddpicc-qualifier-agent·LibraryAgentmeddpicc-qualifier-agent
- lib-agent:sales--methodology-trainer-agent·LibraryAgentmethodology-trainer-agent
- lib-agent:sales--onboarding-coach-agent·LibraryAgentonboarding-coach-agent
- lib-agent:sales--pipeline-optimizer-agent·LibraryAgentpipeline-optimizer-agent
- lib-agent:sales--playbook-author-agent·LibraryAgentplaybook-author-agent
- lib-agent:sales--qbr-facilitator-agent·LibraryAgentqbr-facilitator-agent
- lib-agent:sales--quota-analyst-agent·LibraryAgentquota-analyst-agent
- lib-agent:sales--revenue-planner-agent·LibraryAgentrevenue-planner-agent
- lib-agent:sales--sandler-coach-agent·LibraryAgentsandler-coach-agent
- lib-agent:sales--spin-coach-agent·LibraryAgentspin-coach-agent
- lib-agent:sales--territory-designer-agent·LibraryAgentterritory-designer-agent
- lib-agent:sales--value-engineer-agent·LibraryAgentvalue-engineer-agent
- lib-agent:sales--win-loss-analyst-agent·LibraryAgentwin-loss-analyst-agent
- lib-process:customer-experience--churn-prevention·LibraryProcesschurn-prevention
- lib-process:customer-experience--closed-loop-feedback·LibraryProcessclosed-loop-feedback
- lib-process:customer-experience--csat-collection·LibraryProcesscsat-collection
- lib-process:customer-experience--customer-health-scoring·LibraryProcesscustomer-health-scoring
- lib-process:customer-experience--customer-journey-mapping·LibraryProcesscustomer-journey-mapping
- lib-process:customer-experience--customer-onboarding·LibraryProcesscustomer-onboarding
- lib-process:customer-experience--escalation-management·LibraryProcessescalation-management
- lib-process:customer-experience--fcr-optimization·LibraryProcessfcr-optimization
- lib-process:customer-experience--feedback-analysis-pipeline·LibraryProcessfeedback-analysis-pipeline
- lib-process:customer-experience--itil-incident-management·LibraryProcessitil-incident-management
- lib-process:customer-experience--kcs-implementation·LibraryProcesskcs-implementation
- lib-process:customer-experience--knowledge-base-development·LibraryProcessknowledge-base-development
- lib-process:customer-experience--nps-survey-program·LibraryProcessnps-survey-program
- lib-process:customer-experience--problem-management·LibraryProcessproblem-management
- lib-process:customer-experience--qbr-preparation·LibraryProcessqbr-preparation
- lib-process:customer-experience--self-service-optimization·LibraryProcessself-service-optimization
- lib-process:customer-experience--service-request-fulfillment·LibraryProcessservice-request-fulfillment
- lib-process:customer-experience--sla-management·LibraryProcesssla-management
- lib-process:customer-experience--ticket-triage-routing·LibraryProcessticket-triage-routing
- lib-process:customer-experience--touchpoint-optimization·LibraryProcesstouchpoint-optimization
- lib-process:sales--account-expansion-upsell·LibraryProcessaccount-expansion-upsell
- lib-process:sales--challenger-sale-teaching·LibraryProcesschallenger-sale-teaching
- lib-process:sales--compensation-plan-design·LibraryProcesscompensation-plan-design
- lib-process:sales--competitive-battle-cards·LibraryProcesscompetitive-battle-cards
- lib-process:sales--crm-data-quality·LibraryProcesscrm-data-quality
- lib-process:sales--customer-health-monitoring·LibraryProcesscustomer-health-monitoring
- lib-process:sales--deal-risk-assessment·LibraryProcessdeal-risk-assessment
- lib-process:sales--lead-qualification-scoring·LibraryProcesslead-qualification-scoring
- lib-process:sales--lead-routing-assignment·LibraryProcesslead-routing-assignment
- lib-process:sales--meddpicc-qualification·LibraryProcessmeddpicc-qualification
- lib-process:sales--new-hire-onboarding-ramp·LibraryProcessnew-hire-onboarding-ramp
- lib-process:sales--opportunity-stage-management·LibraryProcessopportunity-stage-management
- lib-process:sales--pipeline-review-forecast·LibraryProcesspipeline-review-forecast
- lib-process:sales--qbr-process·LibraryProcessqbr-process
- lib-process:sales--quota-setting-allocation·LibraryProcessquota-setting-allocation
- lib-process:sales--revenue-forecasting-planning·LibraryProcessrevenue-forecasting-planning
- lib-process:sales--sales-marketing-alignment·LibraryProcesssales-marketing-alignment
- lib-process:sales--sales-methodology-training·LibraryProcesssales-methodology-training
- lib-process:sales--sales-playbook-development·LibraryProcesssales-playbook-development
- lib-process:sales--sandler-pain-funnel·LibraryProcesssandler-pain-funnel
- lib-process:sales--spin-selling-discovery·LibraryProcessspin-selling-discovery
- lib-process:sales--strategic-account-planning·LibraryProcessstrategic-account-planning
- lib-process:sales--territory-design-assignment·LibraryProcessterritory-design-assignment
- lib-process:sales--value-selling-roi·LibraryProcessvalue-selling-roi
- lib-process:sales--win-loss-analysis·LibraryProcesswin-loss-analysis
- lib-skill:customer-experience--crm-integration·LibrarySkillcrm-integration
- lib-skill:customer-experience--escalation-workflow·LibrarySkillescalation-workflow
- lib-skill:customer-experience--rca-analysis·LibrarySkillrca-analysis
- lib-skill:customer-experience--support-platform-integration·LibrarySkillsupport-platform-integration
- lib-skill:logistics--returns-authorization-processor·LibrarySkillreturns-authorization-processor
- lib-skill:logistics--shipment-visibility-tracker·LibrarySkillshipment-visibility-tracker
- lib-skill:logistics--warranty-claims-processor·LibrarySkillwarranty-claims-processor
- lib-skill:sales--6sense-intent·LibrarySkill6sense-intent
- lib-skill:sales--anaplan-planning·LibrarySkillanaplan-planning
- lib-skill:sales--apollo-prospecting·LibrarySkillapollo-prospecting
- lib-skill:sales--calendly-scheduling·LibrarySkillcalendly-scheduling
- lib-skill:sales--chorus-analytics·LibrarySkillchorus-analytics
- lib-skill:sales--churnzero-signals·LibrarySkillchurnzero-signals
- lib-skill:sales--clari-forecasting·LibrarySkillclari-forecasting
- lib-skill:sales--clearbit-enrichment·LibrarySkillclearbit-enrichment
- lib-skill:sales--conga-cpq·LibrarySkillconga-cpq
- lib-skill:sales--crayon-competitive·LibrarySkillcrayon-competitive
- lib-skill:sales--docusign-contracts·LibrarySkilldocusign-contracts
- lib-skill:sales--dun-bradstreet-data·LibrarySkilldun-bradstreet-data
- lib-skill:sales--dynamics365-connector·LibrarySkilldynamics365-connector
- lib-skill:sales--gainsight-cs·LibrarySkillgainsight-cs
- lib-skill:sales--gong-conversation-intelligence·LibrarySkillgong-conversation-intelligence
- lib-skill:sales--highspot-content·LibrarySkillhighspot-content
- lib-skill:sales--hubspot-connector·LibrarySkillhubspot-connector
- lib-skill:sales--klue-battlecards·LibrarySkillklue-battlecards
- lib-skill:sales--lessonly-training·LibrarySkilllessonly-training
- lib-skill:sales--mindtickle-readiness·LibrarySkillmindtickle-readiness
- lib-skill:sales--outreach-sequences·LibrarySkilloutreach-sequences
- lib-skill:sales--pandadoc-proposals·LibrarySkillpandadoc-proposals
- lib-skill:sales--pipedrive-connector·LibrarySkillpipedrive-connector
- lib-skill:sales--ringlead-dedup·LibrarySkillringlead-dedup
- lib-skill:sales--salesforce-connector·LibrarySkillsalesforce-connector
- lib-skill:sales--salesloft-cadences·LibrarySkillsalesloft-cadences
- lib-skill:sales--seismic-enablement·LibrarySkillseismic-enablement
- lib-skill:sales--tableau-analytics·LibrarySkilltableau-analytics
- lib-skill:sales--totango-health·LibrarySkilltotango-health
- lib-skill:sales--varicent-icm·LibrarySkillvaricent-icm
- lib-skill:sales--xactly-compensation·LibrarySkillxactly-compensation
- lib-skill:sales--zoominfo-enrichment·LibrarySkillzoominfo-enrichment
- lib-skill:arts-culture--donor-relationship-management·LibrarySkilldonor-relationship-management