Customer Success Role Description

Give a clear outline of how to be a great customer success team member.

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A job description that highlights both positive and negative behaviours can be a powerful tool for employers and candidates alike. Here is a sample of the style of this role description:

A good Customer Success Champion cares deeply about making customers successful. A good Customer Success Champion is the advocate and champion of each and every customer. A good Customer Success Champion approaches each interaction with a fresh mindset and attitude. They recognize the uniqueness of each customer and always look for a way to both educate and learn from the customer.

A good Customer Success Champion understands that everyone has bad days and does not let that one negative experience ruin their day. They work from a place of empathy, and empower the customer to resolve their problem, rather than blaming them for having the problem in the first place.

This approach has a broad impact on your performance culture;

  1. Enhances employer brand: When a job description highlights both positive and negative behaviours, it showcases the company's values and culture. This can attract candidates who share those values and are excited to work for the organisation.
  2. Promotes diversity and inclusion: By outlining the desired behaviours, it can attract candidates from diverse backgrounds and create a more inclusive workplace.
  3. Boosts employee engagement: When employees understand what is expected of them and are held accountable for their behaviour, it can boost their engagement and motivation. This can lead to higher productivity and a more positive work environment.
  4. Helps with performance management:  Employers can use it to provide specific examples and feedback and address any behavioural issues before they become major problems.
  5. Improves communication: Everyone knows what is expected of them, which can lead to better manager employee relationships. .

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