How to Write a Job Description: Customer Success Specialist
To be successful in today’s crowded market, it’s not enough to just have a great sales and marketing team. Customers now have endless options to choose from, and it’s harder than ever to gain customer loyalty.
Hence, it is even more important than ever to provide a great customer experience. And a crucial piece of the puzzle is the customer success (CS) specialist.
What Your Job Description Should Include
At the very least, your job description should include:
- Your company name
- Office location
- Job title
- Working hours
- Qualifications or previous experience (if applicable)
- Roles and responsibilities
- Compensation
A CS specialist is more than just a glorified customer service representative. CS teams anticipate customer needs and proactively provide solutions. As the name implies, the CS specialist genuinely wants to see the customer succeed. In turn, a successful customer becomes a repeat customer – and may even become your brand’s advocate.
The CS team will own the entire relationship with the customer, from onboarding to implementation, running training sessions, and fulfilling their satisfaction with the product or service. The relationship is more like a trusted advisor than a pure salesperson or customer service rep. Thus, communication skills are critically important, as are negotiation and problem solving skills.
Sample Customer Success Specialist Job Description
This is a customer success specialist ad for a fictional company, Acme Inc. Since Acme Inc is a B2B software business, the requirements will be slightly different than for other CS roles. Otherwise, the same skill sets will apply.
Acme Inc is looking for a passionate, organized person to join our growing team as a Customer Success Specialist. They will be building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences.
About the Job
- Primary location: Kuala Lumpur, Malaysia.
- Working hours: Monday–Friday, 9am–6pm (full-time)
Responsibilities
- Serve as the primary point of contact for assigned customers.
- Establish clear goals and objectives for customers at each stage of their journey.
- Assist new customers with getting the most out of their software subscription.
- Assist existing customers with new features and help them with troubleshooting.
- Create customer-facing training materials and information packs.
- Work with sales and marketing teams to develop revenue-generating strategies.
Requirements
- 2+ years of experience in sales, customer support or similar role.
- Excellent communications skills, including verbal and written skills.
- Proficiency in CRM software (HubSpot, Salesforce etc) preferred.
- Systematic, process-oriented mindset.
- Ability to be organized and juggle multiple tasks.
- Bachelor’s degree or equivalent.
About the Company
Acme Inc is Malaysia’s leading software provider. With a presence in over 20 markets, we provide solutions to over 500 companies throughout Asia and beyond.
Our team is results-oriented and customer-focused – but above all, we believe in building meaningful solutions that impact the world for the better.
Learn how BrioHR can simplify HR for your business by getting a free demo here.
To be successful in today’s crowded market, it’s not enough to just have a great sales and marketing team. Customers now have endless options to choose from, and it’s harder than ever to gain customer loyalty.
Hence, it is even more important than ever to provide a great customer experience. And a crucial piece of the puzzle is the customer success (CS) specialist.
What Your Job Description Should Include
At the very least, your job description should include:
- Your company name
- Office location
- Job title
- Working hours
- Qualifications or previous experience (if applicable)
- Roles and responsibilities
- Compensation
A CS specialist is more than just a glorified customer service representative. CS teams anticipate customer needs and proactively provide solutions. As the name implies, the CS specialist genuinely wants to see the customer succeed. In turn, a successful customer becomes a repeat customer – and may even become your brand’s advocate.
The CS team will own the entire relationship with the customer, from onboarding to implementation, running training sessions, and fulfilling their satisfaction with the product or service. The relationship is more like a trusted advisor than a pure salesperson or customer service rep. Thus, communication skills are critically important, as are negotiation and problem solving skills.
Sample Customer Success Specialist Job Description
This is a customer success specialist ad for a fictional company, Acme Inc. Since Acme Inc is a B2B software business, the requirements will be slightly different than for other CS roles. Otherwise, the same skill sets will apply.
Feel free to copy and paste for your own use!
Acme Inc is looking for a passionate, organized person to join our growing team as a Customer Success Specialist. They will be building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences.
About the Job
- Primary location: Kuala Lumpur, Malaysia.
- Working hours: Monday–Friday, 9am–6pm (full-time)
Responsibilities
- Serve as the primary point of contact for assigned customers.
- Establish clear goals and objectives for customers at each stage of their journey.
- Assist new customers with getting the most out of their software subscription.
- Assist existing customers with new features and help them with troubleshooting.
- Create customer-facing training materials and information packs.
- Work with sales and marketing teams to develop revenue-generating strategies.
Requirements
- 2+ years of experience in sales, customer support or similar role.
- Excellent communications skills, including verbal and written skills.
- Proficiency in CRM software (HubSpot, Salesforce etc) preferred.
- Systematic, process-oriented mindset.
- Ability to be organized and juggle multiple tasks.
- Bachelor’s degree or equivalent.
About the Company
Acme Inc is Malaysia’s leading software provider. With a presence in over 20 markets, we provide solutions to over 500 companies throughout Asia and beyond.
Our team is results-oriented and customer-focused – but above all, we believe in building meaningful solutions that impact the world for the better.
Learn how BrioHR can simplify HR for your business by getting a free demo here.
