Job description template

Customer Success Manager

As a Customer Success Manager, you’ll own the health and outcomes of your assigned customer accounts—ensuring customers adopt the product effectively and achieve their goals. You’ll drive retention by diagnosing issues early, orchestrating the right internal partners, and delivering proactive, measurable success plans.

Responsibilities

Manage a portfolio of assigned customers, maintaining clear communication and strong executive and day-to-day relationships
Develop and execute customer success plans aligned to customer outcomes, including onboarding, adoption, and renewal readiness
Monitor customer health using usage, engagement, and support signals; identify risks and drive timely interventions
Coordinate with Product, Support, Sales, and Engineering to resolve customer issues and remove adoption blockers
Lead business reviews and QBR-style discussions that translate customer needs into clear priorities and next steps
Own escalations when customer experience is at risk, ensuring root-cause clarity and a trackable remediation plan
Provide insights from the field (recurring issues, feature requests, adoption trends) back to internal teams to improve the product experience

Must-have qualifications

Experience owning customer success outcomes for a defined set of accounts in a B2B environment
Demonstrated ability to analyze customer data (usage, engagement, support signals) to identify risk and drive adoption
Proven skill in running structured success planning (onboarding through renewal) with measurable goals
Track record of managing escalations and coordinating cross-functional resolution with clear communication
Strong relationship management skills, including executive-level communication and expectation setting

Nice to have

Experience with B2B SaaS customer success tooling (e.g., CRM and customer health dashboards)
Familiarity with common SaaS retention metrics and creating playbooks based on them
Experience collaborating closely with Product and Engineering to improve onboarding and reduce time-to-value

What success looks like in 12 months

Improve retention and renewal readiness
Increase product adoption and time-to-value
Reduce customer issues that impact experience
Improve customer health and engagement
Strengthen cross-functional issue resolution

Logistics

Full-time (40 hours a week), remote from Latin America.
Working hours overlap with US business hours.

About the company

[About your company: what you build, your stage and team size]

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Interview scorecard

Score every candidate against the same bar

Drive measurable customer outcomes by proactively managing account health, adoption, and escalations to improve retention and satisfaction.

Outcomes to measure

What this hire should deliver in the first year. Replace [N] with your own targets.

Improve retention and renewal readiness. Measure: Achieve renewal success for [N]% of eligible accounts and reduce at-risk accounts by [X]% by proactively executing success plans
Increase product adoption and time-to-value. Measure: Improve customer adoption (e.g., key feature usage) by [X]% across the portfolio within 12 months
Reduce customer issues that impact experience. Measure: Reduce recurring high-severity incidents/escalations by [X]% through root-cause resolution and follow-through
Improve customer health and engagement. Measure: Increase average customer health score by [X] points (or to [X] tier) and increase adoption of scheduled success activities to [X]% completion
Strengthen cross-functional issue resolution. Measure: Ensure [X]% of escalations have documented root cause and a communicated remediation plan within [Y] business days

Competencies and weights

What to evaluate, how much it counts and what a strong answer looks like.

Account ownership · 22%
The role requires independent management of a defined customer portfolio with consistent follow-through. Evaluated in Round 1.

Weak: Manages activities without clear accountability to customer outcomes or renewal readiness.
Meets the bar: Maintains regular customer communication and uses success plans to drive toward agreed goals.
Strong: Proactively identifies gaps, sets clear next steps with owners/dates, and reliably moves accounts toward renewal and adoption outcomes.

Data-driven health monitoring · 20%
You must diagnose risk and drive adoption using usage and engagement signals. Evaluated in Round 1.

Weak: Relies primarily on anecdotal feedback; limited use of data to identify risk.
Meets the bar: Uses usage/support signals to flag risk and informs interventions with relevant evidence.
Strong: Combines multiple signals to predict risk early and tailors interventions to customer behavior to improve outcomes.

Success plan execution · 18%
Well-defined success plans are central to adoption and renewal. Evaluated in Round 2.

Weak: Creates plans but they lack measurable goals, milestones, or customer alignment.
Meets the bar: Builds structured success plans with measurable milestones and tracks progress with customers.
Strong: Continuously refines plans based on customer progress, removes blockers quickly, and achieves measurable movement toward key outcomes.

Escalation management · 16%
Customers may require swift coordination and clear resolution during incidents or adoption failures. Evaluated in Round 2.

Weak: Escalates late or without a clear problem statement, impact, and proposed remediation path.
Meets the bar: Leads escalations with structured updates and coordinates cross-functional resolution to closure.
Strong: Drives fast alignment across teams, clarifies root cause, sets realistic expectations, and prevents recurrence through concrete follow-up.

Cross-functional coordination · 12%
The role must orchestrate internal partners (Product/Support/Engineering) to deliver outcomes. Evaluated in Round 3.

Weak: Waits for other teams to resolve issues; unclear handoffs and ownership.
Meets the bar: Creates clear requests, provides context, and follows through until customer-impact is addressed.
Strong: Builds effective working relationships, anticipates dependencies, and ensures solutions map back to customer goals.

Executive communication · 12%
You will lead business reviews and set expectations at the executive and day-to-day levels. Evaluated in Round 3.

Weak: Communicates reactively or focuses on internal status instead of customer outcomes.
Meets the bar: Presents clear progress, risks, and next steps; communicates in customer-friendly language.
Strong: Tells a compelling story with evidence, aligns stakeholders on priorities, and secures commitment to actions that drive outcomes.

Interview questions

Questions for every interview round

Each round has an owner, a time box and questions that test the competencies above.

Round 1: Customer outcomes & risk analysis
CS Lead · 45 min

Tell us about a time you owned a B2B customer portfolio. How did you define success and track progress toward retention or renewal readiness?
Describe how you used customer data (usage, engagement, support signals) to identify a risk early. What signals did you look at and what intervention did you execute?
Give an example of how you communicated risk to a customer. What did you say, what evidence did you use, and how did you align on next steps?

Round 2: Success planning & escalation handling
Head of Customer Success · 45 min

Walk through a success plan you created from onboarding to measurable outcomes. How did you set milestones, define metrics, and ensure stakeholders stayed aligned?
Describe an escalation you led where the customer’s expectations were not being met. How did you structure the response, coordinate internal teams, and confirm resolution with the customer?
Tell us about a time you had to change your approach midstream due to adoption issues. What changed in your plan and why?

Round 3: Cross-functional partnership & executive communications
Product Partner Manager · 45 min

Describe a situation where you needed strong collaboration with Product or Engineering to resolve a customer problem. How did you translate customer needs into actionable context?
How do you run business review conversations? Provide an example of how you presented progress, addressed risks, and drove decisions for the next quarter.
Tell us about a time you helped prevent a recurring issue. What did you identify, how did you coordinate follow-up, and what outcome improved for the customer?

Red flags to watch for

Plans and updates are not measurable or do not tie to defined customer outcomes (renewal/adoption).
Relies on reactive support-driven communication rather than proactive health monitoring and intervention.
Escalations are handled without clear problem statements, owners, timelines, or follow-through to closure.
Difficulty coordinating cross-functional work—handoffs are vague and customers remain stuck due to unclear ownership.
Communication is primarily internal-status oriented instead of outcome- and risk-focused for the customer.

How much does it cost to hire a Customer Success Manager in Latin America?

In 2026, a senior Customer Success Manager in Latin America costs $3,750 to $4,250 a month all-in, versus $10,000 in the US: up to 62% less. Mid-level starts at $2,500.

Country

Mid-level

Senior

Argentina

$2,500

$3,750

Brazil

$2,750

$4,125

Colombia

$2,500

$3,750

Mexico

$2,875

$4,250

United States

$7,125

$10,000

Monthly cost in USD, all-in: the talent's salary plus Teilur's flat 20% fee, from our 2026 rates. The United States row shows what the same role typically costs there.

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Frequently asked questions

What does a Customer Success Manager do?

Typical responsibilities include: manage a portfolio of assigned customers, maintaining clear communication and strong executive and day-to-day relationships; develop and execute customer success plans aligned to customer outcomes, including onboarding, adoption, and renewal readiness; monitor customer health using usage, engagement, and support signals; identify risks and drive timely interventions. The full list is in the template above.

How much does it cost to hire a Customer Success Manager in Latin America?

In 2026, a senior Customer Success Manager in Latin America costs $3,750 to $4,250 a month all-in, versus $10,000 in the US: up to 62% less. Mid-level starts at $2,500.

Can I customize this Customer Success Manager job description?

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Customer Success Manager Job Description Template