Recruiting Customer Success Managers

When recruiting customer success managers, it’s super important to get the hiring process right. The tendency to prioritize tech skills over soft skills like problem-solving and empathy can be a misstep.

What you really need are team players who can communicate very effectively, build strong relationships with customers, and drive long-term satisfaction. This is significant because strong relationships and effective communication are key to boosting customer loyalty and retention.

A candidate’s cultural fit and shared values are significant factors, too, because they impact how well the manager will collaborate with the team and represent the company. Experience in customer success roles is highly relevant, as it indicates a deep understanding of the challenges and opportunities inherent in this position. When building a customer success team, it’s vital to pinpoint the right skills and qualities.

Lastly, a data-driven approach and knowledge of key metrics are necessary for Customer Success Managers to measure their progress, identify areas for improvement, and make informed decisions that benefit both the customer and the company. By prioritizing these qualities, you can find a manager who will drive long-term customer satisfaction and growth.

Here are 5 proven steps on how to recruit the best customer success manager for the CSM role you are looking to fill in 2025:

Step 1: Define What “Customer Success” Means for Your Business

Before you start interviewing, clarify the role of customer success in your organization. It varies depending on industry, product, and growth stage.

Ask yourself:

• Is the CSM focused on onboarding, renewals, upsells—or all of the above?

• Are they working with enterprise clients or SMBs?

• Will they own a quota or support an Account Executive?

Pro tip: Create a “Customer Journey Map” to identify touchpoints and potential pain points a CSM should manage.

Step 2: Craft a Role-Specific Job Description

Generic job descriptions attract generic candidates. Be specific.

Include:

• Key responsibilities (e.g., manage 50+ client accounts, lead QBRs, reduce churn)

• Success metrics (e.g., 90%+ retention rate, NPS improvements)

• Tech stack proficiency (e.g., Salesforce, Gainsight, Zendesk)

• Soft skills (e.g., empathy, communication, problem-solving)

Example line:

“You’ll be the primary point of contact for our B2B clients, ensuring a seamless onboarding and a measurable path to value within 90 days.”

Step 3: Screen for These Must-Have Qualities

Top-performing CSMs have a mix of customer empathy and strategic thinking. Look for:

• High emotional intelligence
• Strong project management skills
• Data-driven mindset
• Excellent written and verbal communication
• A proactive approach to solving problems before they escalate

Bonus: Industry experience or a track record of improving NPS scores.

Step 4: Structure Your Interview Process to Predict Success

Use a structured process to eliminate bias and surface high-quality candidates.

Suggested interview stages:

1. Initial screen: Communication skills and customer fit

2. Case study or role-play: Real-world scenario to evaluate problem-solving

3. Team fit interview: Collaboration with sales/support

4. Final round with leadership: Vision alignment and long-term potential

Step 5: Onboard Strategically

A strong onboarding program can cut ramp time in half and boost retention.

Include in your onboarding:

• Clear 30/60/90 day goals

• Training on your customer personas and pain points

• Shadowing calls with top-performing team members

• Tool and CRM walkthroughs

Stat to note: Employees with structured onboarding are 58% more likely to remain at a company after 3 years (SHRM).

Why Hiring the Right CSM Matters

• 94% of customers who rate a company’s service as “very good” are likely to purchase again (Qualtrics).

• Companies that invest in customer success grow faster by 20% to 50% compared to those that don’t (HubSpot).

• Replacing a customer can cost 5–25x more than retaining an existing one (Harvard Business Review).

A great Customer Success Manager doesn’t just retain customers—they create loyalty, drive upsells, and transform customers into brand advocates!

TL;DR: How to Hire a CSM the Right Way

1. Define your version of customer success

2. Write a role-specific job description

3. Screen for soft + strategic skills

4. Structure a multi-stage interview process

5. Onboard intentionally with clear milestones

Ready to scale customer success? Hire with purpose—and watch your retention soar.