Customer success roles are the backbone of any business. Why? Because your CS team plays a huge part in keeping your customers satisfied and engaged with your product, ultimately increasing your overall retention. 

By gaining an understanding of the customer service team’s structure, you’ll be able to implement strategies that will advance customer relationships and take your business to the next level. 

So what types of roles are in customer success? And what responsibilities and skills are they associated with? 

Let’s get to grips with the various customer roles out there and how they can help your business. We’ll cover the following:

  • What is the Customer Success Team Structure
  • Different Customer Success Roles
  • Necessary skills in Customer Success

Here we go!

What is Customer Success Team Structure

The customer success team is an essential part of any successful organization. The goal of customer success is to help customers see the true value of your product or service, drive user adoption, and maximize returns on investment.

By proactively managing customer relationships, your success team ensures exceptional customer satisfaction. This turns your users into advocates for your brand. And, as we know, loyal customers are the most profitable. 

An effective customer success team structure is key when it comes to building relationships with customers. And above all, making sure their needs are effectively met. 

Different Customer Success Roles

A customer success team is like a puzzle. Each member is a piece of it, unique in their role and responsibilities. But the real magic is when you put them together – they provide a complete picture of amazing customer support. 

These roles help team members to specialize in different aspects of the sales process such as analyzing customer data, responding to customer inquiries, and ensuring customer satisfaction.

Let’s explore a few of the key roles you can find in any customer success team.

Customer Success Director

The Customer Success Director is a crucial component of any organization, responsible for building and leading a successful team. They create customized strategic plans for their account teams. They also analyze product adoption and customer experience metrics and focus on both pre-sales and customer success management. 

Customer Success Manager

A Customer Success Manager (CSM) plays an important role. They proactively build relationships with customers, guide them through the sales process, and provide the support needed to help them achieve their goals. 

CSMs actively listen to customers and gather important information to develop a deeper understanding of their needs and behaviors. They then relay this information back to the sales, marketing, and product teams to ensure a better customer experience. 

Customer Success Analyst

The main objective of a Customer Success Analyst is to analyze customer data, identify important trends, and develop effective strategies that benefit customer satisfaction. 

Moreover, they also partner with customer success managers to identify areas of improvement, create retention-focused initiatives, and work on strategies to ensure customer satisfaction and loyalty. 

By digging deep into customer data, they’re able to understand customer needs better and provide high-value solutions that help with customer retention.

Customer Success Management Team Lead

The main job of a Customer Success Management (CSM) is to ensure the success of both the customer and the team. It may sound pretty stressful but it comes down to both developing and tracking metrics for each of these two groups. 

What’s more, the CSM plays a pivotal role in the individual career development and accomplishments of the team members by assisting and advocating on their behalf. 

By effectively managing the team and its members, the CSM enables team members to reach their goals, and boost the overall success of the team.

Necessary Skills in Customer Success

In order for any customer success team to reach its goals, there are a few skills that are crucial:

  • Customer service:  Being able to effectively speak with customers, understand their needs, and identify potential areas of improvement is essential in delivering an impeccable customer service experience. The best customer success team members are able to anticipate customers’ needs and quickly provide them with the proper support.
  • Interpersonal: Having strong interpersonal skills such as active listening, patience, and empathy are vital components to building relationships with customers. These allow them to fully understand their customers’ needs and provide the ultimate experience. 
  • Communication: Strong verbal and written skills are absolutely critical, as this career involves actively communicating with customers and team members. Being able to communicate effectively and efficiently helps to attain the needs of the customer quickly and efficiently.
  • Problem-solving: Good problem-solving skills are crucial to give value to the customer and helping them find solutions to their problems. As a result, the team can provide an output that encourages long-lasting relationships.
  • Analysis: By conducting meticulous research and interpretation of the collected data, customer success teams can gain valuable insights to be applied to create top-quality customer experiences.

Customer Success Job Roles

If you’re still weighing up the pros and cons of adding a customer success team to your organization, then what are you waiting for?!

But before you dive in at the deep end, it’s worth taking some time to think about the roles you wish to add to your team. You could kick things off with a Customer Success Director or take a more technical approach with a Customer Success Analyst. But remember, interpersonal skills are an absolute must!

With just a handful of hires and the help of the FROGED Growth Hacking Template, take your customer satisfaction levels from zero to hero in no time. 

Interested to see how FROGED can turn your customers’ frowns upside down? Book a demo to find out more and start putting your customer success team together today.