What is a Customer Success Manager?
Customer Success Manager (CSM) is a customer facing role whose goal is to ensure value delivery to their customers. CSMs guide their customers to the desired outcomes and maximize derived value from the purchased product or service. They act as catalyst for customer retention.
Most common KPIs for customer success managers is renewals. Additionally customer retention they may also be responsible for driving customer onboarding, upsells.
Customer success manager role is key to customer retention. Customer success managers are tagged to a portfolio of customers. CSMs are then responsible for delivering customer success to this portfolio of customers. They work with both their customer and also internally with the team. CSMs use internal resources and expertise to enable customers to get to their goals.
Customer success managers understand customer needs. CSMs act as the bridge between them and product or service. With the goal of guiding each customer to get their needs met in the shortest possible time and effort.
A customer service representative is the first respondent to the customer when the customer initiates a request or a query. Customer service representative ‘reacts’ to an inbound request from the customer. Whereas customer success manager is a ‘proactive’ approach. CSMs use data and intelligence driven customer success software to monitor real time account health and reach out proactively as needed.
Customer success managers are responsible for renewals. So they are always focused on the long term strategic business objectives of their customers. They are always addressing ‘what can I do with your product or service’. Whereas a customer support or service team is looking to answer the specific query that the customer has raised. Also important, but more addressing a typical question of ‘how can I do this’. With the rapidly increasing subscription economy customer success managers are key pillar for any business. Customer success managers was identified as the top most promising career by LinkedIn in 2019 and 2020.