{{company_name}}
{{company_address}}
Phone: {{phone}} | Email: {{email}} | Web: {{website}}
Position
| Field | Value |
|---|---|
| Job Title | Customer Success Manager |
| Department | {{department}} |
| Reports To | {{manager_name}} |
| Location | {{location}} |
| Employment Type | {{employment_type}} |
| Salary Range | {{salary}} |
| Effective Date | {{effective_date}} |
Position Summary
Drive adoption, retention and growth for a portfolio of accounts.
Key Responsibilities
- Own renewal and expansion targets for the portfolio.
- Drive adoption through structured success plans.
- Partner Sales on growth and AE/SE on technical needs.
- Be the customer voice internally.
- Reduce churn and increase NRR.
Minimum Qualifications
- 5+ years SaaS customer success experience.
- Track record of retention and expansion.
- Strong commercial acumen.
Core Competencies & Skills
- Customer success
- Commercial conversations
- Stakeholder management
- Storytelling
- Operational discipline
Working Conditions
Hybrid; periodic travel.
Equal Opportunity
{{company_name}} is an equal opportunity employer and does not discriminate on the basis of race, gender, religion, national origin, disability, or any other protected characteristic.
Revision History
| Version | Date | Author | Notes |
|---|---|---|---|
| 1.0 | {{date}} | {{manager_name}} | Initial release |
Signatures
| Signature | Date | |
|---|---|---|
| Candidate: {{employee_name}} | ____________________ | {{date}} |
| Hiring Manager: {{manager_name}} | ____________________ | {{date}} |
Role Summary
The {{job_title}} reports to {{manager_name}} within the {{department}} function of {{company_name}}. The role is accountable for delivering measurable business outcomes aligned with the strategic objectives set by leadership.
Key Performance Indicators
| KPI | Target | Cadence |
|---|---|---|
| Primary Outcome Metric | Defined annually with manager | Quarterly review |
| Operational Quality | ≥ 95% adherence to SLAs | Monthly |
| Stakeholder Satisfaction | ≥ 4.2 / 5 in pulse surveys | Bi-annual |
| Team Engagement (if leader) | ≥ 80% favourable | Annual |
Document Control
| Field | Value |
|---|---|
| Document Owner | Human Resources — {{company_name}} |
| Category | Job Description |
| Version | 1.0 |
| Effective Date | {{date}} |
| Next Review | Annually from effective date |
| Approved By | {{manager_name}} |
| Classification | Internal — Confidential |
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