We all know that Software-as-a-Service (SaaS) requires significant customer care in order to keep clients happy – this is why customer success job roles have become crucial to driving business growth and retaining SaaS clients. Customer success professionals act as the bridge between the company and its customers, ensuring that users extract maximum value from SaaS software.
Whether it’s through onboarding, training, or ongoing support, customer success teams play a vital role in reducing churn and fostering long-term relationships. As SaaS companies rely heavily on subscription-based revenue models, retaining customers is often more cost-effective than acquiring new ones, making these roles indispensable.
The importance of customer success is undoubtedly backed by industry statistics. According to a study by Bain & Company, increasing customer retention by just 5% can boost profits by 25% to 95%! Additionally, the “2024 SaaS Retention Report” from Totango revealed that companies with a dedicated customer success team see 40% higher renewal rates compared to those without one!
What are the Job Titles for SaaS Customer Success in 2024?
From Customer Success Managers to Chief Customer Officers, these roles require a combination of technical expertise, problem-solving skills, and customer-centric focus. They don’t just solve issues; they help customers unlock the full potential of the software, increasing satisfaction and loyalty. They are also distinctly different from traditional sales job titles and marketing job titles.
As SaaS continues to grow, companies are investing in their customer success departments to ensure sustainable revenue and competitive advantage. This has led to an explosion in jobs in the SaaS customer success field. As such, there are many customer success job titles to sift through. We have reviewed each one below.
17 SaaS Customer Success Job Titles, Descriptions, and Salary Estimates:
1. Customer Success Manager (CSM)
A Customer Success Manager (CSM) is the main point of contact for SaaS clients, ensuring they are getting value from the software. Responsibilities include onboarding, providing training, offering support, and driving customer retention. CSMs analyze customer usage data to identify growth opportunities and reduce churn.
Expected Salary: $70,000–$110,000 annually.
2. Vice President, Customer Success
The Vice President of Customer Success oversees the entire customer success strategy, managing multiple teams to ensure customers have a seamless experience throughout their SaaS journey. They focus on long-term retention, aligning customer needs with product development, and driving revenue growth through renewals and upselling.
Expected Salary: $150,000–$250,000 annually.
3. Chief Customer Officer (CCO)
The Chief Customer Officer is an executive role responsible for the overall customer experience across the organization. In a SaaS company, the CCO focuses on maximizing customer lifetime value, ensuring customer-centricity in all departments, and aligning company growth goals with customer satisfaction.
Expected Salary: $200,000–$350,000 annually.
4. Director of Customer Success
Directors of Customer Success lead customer success teams and shape strategies to improve customer engagement and product adoption in SaaS companies. They monitor KPIs like churn rates, customer satisfaction, and retention, ensuring the team delivers exceptional service.
Expected Salary: $120,000–$180,000 annually.
5. Customer Success Associate
Customer Success Associates assist the CSM team by handling daily tasks such as customer queries, guiding clients through the onboarding process, and monitoring customer feedback. They help ensure SaaS customers are making the most of the product’s features.
Expected Salary: $50,000–$70,000 annually.
6. Account Manager
In a SaaS context, Account Managers focus on managing relationships with existing clients, ensuring they continue using the software and identifying upsell opportunities. Their primary tasks include renewing contracts and identifying opportunities for expanded use.
Expected Salary: $60,000–$100,000 annually.
7. Customer Success Operations Manager
Customer Success Operations Managers are responsible for improving the processes and tools that customer success teams use in SaaS companies. They analyze data, track performance metrics, and implement technology solutions to optimize customer interactions and streamline workflows.
Expected Salary: $100,000–$150,000 annually.
8. Customer Success Specialist
Customer Success Specialists are SaaS experts who work closely with customers to troubleshoot issues, offer strategic advice on product use, and help with setup and configuration. They focus on increasing product adoption and addressing customer concerns.
Expected Salary: $60,000–$85,000 annually.
9. Director of Client Services
The Director of Client Services oversees the management of high-value SaaS clients, ensuring the delivery of exceptional service. They work closely with sales, product, and support teams to meet clients’ needs and improve client satisfaction rates.
Expected Salary: $130,000–$180,000 annually.
10. Implementation Manager
An Implementation Manager helps new customers get set up with the SaaS product. They guide customers through the technical aspects of onboarding, configuration, and integration to ensure the software is functioning optimally within the client’s infrastructure.
Expected Salary: $80,000–$120,000 annually.
11. Customer Experience Director
The Customer Experience Director leads efforts to ensure a seamless and positive end-to-end customer journey in a SaaS company. They analyze customer feedback, identify areas for improvement, and collaborate with product teams to enhance the user experience.
Expected Salary: $120,000–$180,000 annually.
12. Customer Success Analyst
A Customer Success Analyst focuses on gathering, analyzing, and reporting customer data to improve SaaS offerings. They track customer engagement, retention rates, and usage metrics, providing actionable insights for the success team.
Expected Salary: $65,000–$90,000 annually.
13. Customer Success Team Lead
The Customer Success Team Lead manages a small team of CSMs, ensuring they meet their goals in customer retention and satisfaction. They provide coaching, assist with escalations, and work closely with higher management to align team efforts with SaaS business goals.
Expected Salary: $80,000–$110,000 annually.
14. Customer Support Representative
Customer Support Representatives are often the first point of contact for customers experiencing issues with SaaS products. They resolve technical problems, answer product-related questions, and provide troubleshooting steps to enhance user satisfaction.
Expected Salary: $40,000–$60,000 annually.
15. Customer Relationship Management (CRM) Specialist
A CRM Specialist manages the software used for tracking and maintaining customer relationships in SaaS. They ensure the CRM system is up to date, create reports on customer interactions, and help sales and success teams leverage data for growth.
Expected Salary: $60,000–$90,000 annually.
16. Senior Customer Success Manager
Senior Customer Success Managers handle the most complex and high-value accounts in SaaS companies. They manage strategic relationships with key clients, offer tailored solutions, and often serve as an escalation point for more junior team members.
Expected Salary: $100,000–$150,000 annually.
17. Support Specialist
Support Specialists in SaaS companies are responsible for providing technical assistance to users. They handle more complex issues than customer support representatives and often liaise with development teams to solve bugs or systemic issues.
Expected Salary: $50,000–$80,000 annually.
