Customer Success Specialist

Last Updated:
July 20, 2023

Job Description Overview

As a Customer Success Specialist in the Marketing industry, you will be responsible for ensuring that customers are satisfied and successful with the products or services they have purchased. This involves building strong relationships with customers, understanding their needs and providing support when they encounter challenges. 

Your day-to-day tasks may include onboarding new customers, monitoring their progress and providing guidance or training when needed. You will also be responsible for managing customer feedback and collating insights to improve the product or service. 

To excel in this role, you will need strong communication skills, empathy, and problem-solving abilities. A Bachelor's degree in Marketing, Business or a related field is preferred. Previous experience in Customer Success or a similar role is also beneficial.

If you are looking for a challenging and rewarding Customer Success Specialist job description in the Marketing industry, we encourage you to apply for this role.

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Job Duties and Responsibilities

  • Build strong relationships with customers to understand their needs and requirements.
  • Provide excellent customer service via email, phone, and chat.
  • Collaborate with internal teams such as product, engineering, and sales to ensure customer satisfaction.
  • Create and implement onboarding plans for new customers to help them achieve success.
  • Analyze customer data to identify trends and opportunities for improvement in the customer experience.
  • Conduct regular check-ins with customers to measure and track progress towards their goals.
  • Develop and maintain a deep understanding of the company’s products and services to effectively communicate their value to customers.
  • Investigate and troubleshoot customer issues and provide timely resolutions.
  • Provide training and support to customers to help them maximize the value of the company’s products and services.
  • Gather and relay customer feedback to relevant teams to inform product and service improvements.

Experience and Education Requirements

To become a Customer Success Specialist in the Marketing industry, you typically need a mix of education and experience. Most employers require a Bachelor's degree in a related field like Marketing, Business, or Communications. However, some companies may accept equivalent work experience instead of a degree. Additionally, it's important to have experience working in customer service or a similar customer-facing role. Familiarity with CRM software and excellent communication skills also come in handy. Customer Success Specialists are responsible for ensuring customer satisfaction and building long-term relationships, so empathy, problem-solving skills, and a positive attitude are essential qualities for success in this role.

Salary Range

If you're curious about the salary range for a Customer Success Specialist in the Marketing industry, you'll be happy to learn that the average salary for this position in the United States is around $54,500 per year. This can vary depending on years of experience, location, and other factors. For example, Customer Success Specialists in New York City may earn up to $70,000 a year, while those in smaller cities may make around $40,000. 

Internationally, the salary range can also vary depending on the location. In Canada, the average salary for a Customer Success Specialist is around CAD 50,000 per year, while in the UK it's around £30,000 per year.


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Career Outlook

As businesses focus more on customer satisfaction, Customer Success Specialists in the marketing industry are experiencing a growing demand. Over the next 5 years, this trend is expected to continue, with a projected growth rate of 10.4% from 2019-2029 according to the Bureau of Labor Statistics. This demand is being driven in part by the increasing use of technology, which creates opportunities for specialized positions that focus solely on ensuring the success of the customer experience. In addition, companies recognize the importance of retaining customers, and are willing to invest in the expertise of Customer Success Specialists to achieve their goals. Overall, the future outlook for this position is bright, with ample opportunities for growth and advancement.

Frequently Asked Questions (FAQ)

Q: What exactly does a Customer Success Specialist do in the Marketing industry?

A: A Customer Success Specialist is responsible for ensuring that customers are satisfied with the product or service being offered by a company. They help customers overcome any issues they may face in using the product and ensure that customers have a positive experience.

Q: Do I need a specific degree or qualification to become a Customer Success Specialist?

A: While a degree or qualification in marketing, business, or a related field is beneficial, it is not always a requirement. Employers usually look for individuals with relevant customer service experience and excellent communication skills.

Q: What are the key skills required to excel as a Customer Success Specialist?

A: Key skills for a Customer Success Specialist include excellent communication and problem-solving skills, the ability to work well in a team, patience, and the ability to work under pressure.

Q: Is there a difference between a Customer Success Specialist and a Customer Service Representative?

A: Yes, while both roles aim to ensure customer satisfaction, a Customer Success Specialist focuses on building strong relationships with customers and helping them achieve success with the product or service being offered. A Customer Service Representative, on the other hand, primarily handles customer complaints and queries.

Q: Can a Customer Success Specialist earn a good income?

A: Yes, depending on the company and location, a Customer Success Specialist can earn a competitive salary. Additionally, many companies offer bonuses and commission based on customer satisfaction and retention rates.

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