The PathMatch Guide to

Customer Success

A Day in the Life

Customer Success professionals are responsible for managing long-term relationships with clients to ensure retention and satisfaction. They work closely with clients by walking them through the use of a product, particularly computer software, to address any concerns or issues they might experience. Customer Success is essential to a company's own success.

Whether you're interested in a career in Customer Success or still unsure of what you want to do, we've got you covered. Check out our plans!

Work Responsibilities

  • Own the entire post-sales experience with customers
  • Handle product implementation, onboarding, & training
  • Lead all client communications, from weekly check-ins to executive business reviews
  • Partner with Business Development to create the proper handoff, renewal, & expansion process
  • Partner with the Product team to ensure they receive product feedback

Skills You'll Need

  • Understanding of and ability to track and utilize Customer Success terminology and metrics
  • Familiarity with Customer Success processes
  • How to properly and effectively strategize for engagement
  • Actively follow up and manage customer funnels through established CRM tools, like Salesforce
  • Familiarity with other tools, like Drift and Gainsight
  • Data integration and data interpretation
  • Adept at solving problems that span business and technology
  • A self-starter with a growth mindset and an appetite for learning, with the ability to receive and implement feedback
  • Strong relationship-building skills with clients
  • Top-notch communication skills, both verbal and written, and superior attention to detail
  • A people person & a problem solver – you love talking to people and getting them excited and when problems arise, you are able to creatively drive a solution forward
  • Some technical experience – you'll be managing customer support and troubleshooting problems as they come
  • Ability to stay poised, agile, and solution-oriented in a fast-paced and sometimes ambiguous environment

Industries You'll Work In


The Network You'd Build

Here are a few real-word examples of jobs and people working in this industry right now.

Example Jobs

Customer Success Manager at Miro

Customer Success Manager at Botify

Customer Success Manager, Healthcare at Headspace

Director of Customer Success at Webflow

Real World Professionals

Customer Success Manager

Senior Customer Success Manager

Customer Success Lead

Director of Customer Success

Sr. Director of Customer Success

VP / Global Head of Customer Success & Services

Growth Path

  1. Customer Success Representative
  2. Customer Success Specialist
  3. Manager of Customer Success
  4. Director of Customer Success

Demand for Talent

  • Consumers with an emotional connection to a brand stay loyal for an average of 5.1 years vs. the 3.4 years of satisfied customers and recommend brands at a much higher rate (71% vs 45%)
  • 86% of consumers are willing to pay more for a product or service if they receive a better customer experience, and companies that prioritize the customer experience generate 60% higher profits.
  • Last year, 83% of Customer Success teams saw growth in team size
  • LinkedIn listed Customer Success Manager as the third most promising job


Customer Success Representative
Customer Success Specialist
Manager of Customer Success
Director of Customer Success

Teams You'll Work With

Customer Success works with sales, account management, marketing, product teams, and clients.


Work/Life Balance Score

Work/life balance is when someone equally prioritizes their career and their personal life. This balance can vary greatly from one career to the next.


Job Stability Score

Job stability is about more than your experience and career. As industries decline, so do the jobs in them.


Prestige Score

Job stability is about more than your experience and career. As industries decline, so do the jobs in them.

Launching your career soon? We can help.

Introducing the PathMatch Accelerator

We're PathMatch, and we've helped 1,000+ students find and land great jobs. You could be next.

Join us for a 12-week intensive program to get you the skills and experience you need to land a job in this field.

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