Customer Success Managers on Upwork cost $30–$60/hr.

A customer success manager (CSM) strengthens client relationships to boost retention, satisfaction, and overall experience. Partnering with sales and support, CSMs onboard new clients, guide them on product functionality (particularly in SaaS and tech), and provide ongoing support to maximize customer satisfaction.

If you're hiring a customer success manager, understanding the costs associated with this role is important. CSM salaries vary based on experience, location, and industry demand.

Salary range

According to Glassdoor data, the average customer success manager salary in the United States typically ranges from $110,000 to $198,000 per year. The average base salary sits around $146,000 annually, though salaries can differ depending on the cost of living and specific location. 

In high-demand areas like New York City, San Francisco, and Washington, salaries for CSMs often reach the upper range or exceed it, especially for experienced professionals in the 90th percentile. In these regions, senior customer success managers and those with extensive SaaS experience can earn upwards of $120,000 annually with base pay and commission eligibility.

CSM salaries generally fall closer to the national average in cities with a lower cost of living or in areas where demand is less intense, such as Austin or smaller tech hubs. Companies prioritizing customer satisfaction, such as those in financial services, technology, and software sectors, tend to offer higher salaries to customer success managers than other industries.

Hourly pay

For businesses seeking to hire a customer success manager on an hourly basis, rates can vary widely depending on the level of experience and specific job requirements. Here is an overview of common hourly rates:

Entry-level: $20-$30/hr

Intermediate: $30-$50/hr

Expert: $50-$100+/hr

Several factors impact hourly rates for customer success managers. For instance, entry-level CSMs who focus on basic onboarding tasks and day-to-day customer support may charge lower rates than senior-level CSMs with in-depth knowledge of SaaS platforms or Salesforce. Specialists with expertise in high-demand regions such as San Francisco or New York may also charge higher rates due to regional demand and the higher cost of living.

How much is a customer success manager?

The cost of hiring a customer success manager varies based on whether you're looking to hire full-time or bring someone in on a project or hourly basis. Full-time CSMs are generally paid annual salaries, whereas part-time or freelance professionals may charge hourly or project-based rates. Platforms like Upwork offer flexibility for companies looking to hire customer success managers on a freelance or contract basis, making it easier to match a CSM's skills with your specific needs and budget.

Customer success management cost factors

Several key factors influence the cost of hiring a customer success manager. These include:

Years of experience. CSMs with several years of experience managing high-value accounts or working with complex customer success teams often command higher salaries or hourly rates. Senior CSMs with proven customer retention experience who can provide advanced client success management typically charge more.

Industry specialization. Customer success managers with expertise in SaaS, tech, and financial services generally command higher pay due to the technical nature and complexity of customer success roles in these fields.

Location. CSMs in areas with a high cost of living—such as New York, San Francisco, and Washington—typically have higher salaries or hourly rates than those in smaller or less costly areas like Austin. However, remote work options allow many CSMs to work across regions, which can sometimes balance salary expectations.

Project complexity. CSMs hired to handle basic onboarding tasks may charge less than those overseeing complex customer success initiatives. Managing high-touch client relationships, working on customer retention strategies, or leading customer success initiatives that require regular travel or high availability can increase the cost of hiring a CSM.

Certifications and tools. Familiarity with specific tools and platforms, such as Salesforce or customer success software, can also impact rates. CSMs with certifications in these platforms or skills in data-driven customer success strategies tend to command higher rates.

Example customer success manager roles

The role of a customer success manager can vary widely depending on the company's structure, industry, and customer base. Below are five common variations of the customer success manager job title:

Junior customer success manager. This entry-level role supports senior CSMs with onboarding tasks, customer inquiries, and administrative duties. Junior CSMs often work on maintaining customer satisfaction for smaller accounts and set clients up for success with the product.

Senior customer success manager. Senior CSMs manage high-value accounts, build relationships with key clients, and implement customer retention strategies. They often work closely with senior leadership and use data-driven insights to improve customer satisfaction.

Customer success team lead. This role involves overseeing a team of customer success managers and strategizing ways to enhance the customer experience. Team leads may set customer success targets, monitor performance, and mentor junior CSMs.

Client success manager. Similar to a CSM, a client success manager focuses on helping clients meet their business goals through the company's product. This role requires regular check-ins with clients to assess needs, track KPIs, and ensure the client is satisfied with the product's functionality.

Onboarding specialist. While not always classified as a CSM, onboarding specialists play a key role in the initial phase of the customer journey. They work closely with new clients to help them understand the product's features, improving customer retention from the outset.

FAQ

Hiring a customer success manager raises questions about the role, cost, and qualifications. Below are five frequently asked questions to guide your hiring decisions.

What is the average customer success manager salary?

According to Glassdoor, the average salary for a customer success manager in the U.S. typically ranges from $110,000 to $198,000 per year. Average total compensation may also include commission in some roles. However, salary estimates can vary based on location, years of experience, and industry. CSMs in high-demand areas like New York and San Francisco often earn salaries on the higher end of this spectrum, particularly in SaaS and financial services roles.

How much do senior customer success managers make?

Senior customer success managers typically earn between $85,000 and $110,000 per year, depending on their experience and the industry they serve. Those managing major accounts or complex customer success programs in tech-heavy regions or sectors may earn salaries above the 90th percentile.

What qualifications are needed for customer success manager jobs?

Most customer success manager jobs require a bachelor's degree in business, communications, or a related field. CSMs often have experience with customer relationship management tools like Salesforce and may have specialized skills or certifications relevant to the company's industry, such as customer retention strategies or project management.

What industries hire customer success managers?

Customer success managers are in high demand across various industries, particularly in SaaS, tech, financial services, and e-commerce. Companies with complex products or high-value client relationships often rely on CSMs to maintain customer satisfaction and reduce churn rates.

How can I hire a customer success manager?

You can hire a customer success manager by posting a job opening on platforms like Upwork or industry-specific job boards. Include relevant details in your job description, such as required experience, specific tools (e.g., Salesforce), and the scope of customer success initiatives. Upwork is an ideal platform for finding freelance or contract-based CSMs, allowing flexibility in hiring.

Hire customer success managers on Upwork

Hiring a customer success manager can improve customer satisfaction and drive loyalty, making it a valuable addition to your team. Upwork connects you with experienced customer success managers who can help onboard clients, manage relationships, and enhance customer satisfaction. Whether you need a full-time CSM or a freelancer for a project, Upwork gives you access to top talent across the globe. Sign up today to start hiring qualified customer success managers on Upwork.