Customer Success Representative (CSR)

Customer Success Representative (CSR) | Telephones for business

What is a Customer Success Representative (CSR)?

If you’ve ever found yourself wondering… “What’s the difference between a CSR and a CSS?” We get it. There’s confusion and overlap between various sales titles used at different organizations. What’s more, titles are often changing and adapting to industry trends.

The fast-growing, competitive nature of the SaaS industry has created an environment where new titles are needed to accommodate for completely new positions. What’s more, (slightly) different titles – à la Sales Development Rep vs. Business Development Rep – are created to sound more relevant, modern, and in line with company values and culture.

If you’re new to all this sales jargon, look no further! We’ve got you covered. Keep reading to find out exactly what a customer success representative does, average salary for CSRs, career outlook, and available CSR jobs.

In SaaS, the acronym CSR generally stands for Customer Success Representative. CSRs usually work in customer success teams, providing support to current clients by being a relevant source of knowledge, advice, and solutions.

Customer Success Representative Job Description

Customer success professionals guide clients from the sales to the support phase, by being a reliable, friendly and knowledgeable resource for customers. These employees are key in maintaining and improving customer satisfaction.

What does a Customer Success Rep do?

CSRs not only troubleshoot client challenges and provide relevant information, they also build relationships with their portfolio of clients and are an advocate for their needs within the company. Similarly, customer success teams also advocate on behalf of the company and encourage upsells and cross-sells to existing customers.

Effective customer success representatives increase a customer’s lifetime value and improve customer retention rate (CRR), encouraging loyal customers who not only continue with the company, but also upgrade and purchase premium products and services.

Another relevant concern of a customer success representative in SaaS is reducing churn, or limiting the number of customers who cancel their memberships or plans. By providing excellent customer service and meeting the needs of clients, CSRs can reduce churn and even increase CRR by up- and cross-selling.

Customer Success Representative Salary

Customer Success Representatives make, on average, $59,311 per year in total pay in the US (source: Glassdoor). However, this number can vary significantly based on the portion of the pay that is base vs. performance-driven. Salaries also vary based on company size, location, and years of experience. For example, CSRs at Thomson Reuters make an estimated $71,285 per year.

CSR Career Outlook

With the abundance of automation, software, and innovative tools available on the market today, it may come as no surprise that customer support positions are projected to grow rapidly in the future. In fact, LinkedIn named Customer Success as one of the top emerging jobs in the US.

If you’re looking to grow your career in the customer success industry, don’t worry - as the market outlook for customer success representatives is positive, with a large portion of new opportunities being created in the SaaS field.

Customer Success Representative Jobs

Looking for available CSR jobs? Here are a few resources to help your search:

Which customer success role is right for me?

The right role for you depends on your experience and expertise, but customer success can be a good industry to get your start if you are entering the job market for the first time!

Some key characteristics of great customer support professionals include:

  • Excellent interpersonal skills
  • Great communicators
  • Passion for what they are selling
  • Willingness to roll up their sleeves and get the job done
  • No fear calling and following-up with clients
  • Positive attitude
  • Creative and passionate about helping others
  • Sincere empathy for people and clients
  • Ability to multi-task across different platforms and forms of communication
  • Ability to work well under pressure and with a team

Does this sound like you? Kixie is hiring, and we’d love to hear from you! We are looking for jovial, hard-working colleagues to share our journey as we change the landscape of business telephony.