What is a Customer Success Manager?
The main priorities for a CSM are the following:
- A customer remains a customer.
- The customer gets value continuously so that they keep purchasing.
- Ensuring that the customer utilizes the product effectively.
- To provide additional value to the customer.
How are customer success managers measured?
A core skill for a CSM
A customer success manager needs to master social skills, undoubtedly. Yet the most important one would be to ‘listen effectively’. This is vital to maintaining a great relationship with the customer. When you listen to the customer, s/he will open out more to you. This process creates opportunities for encouraging honest feedback and builds a sense of trust.
What do Customer success managers do?
guide
How is a customer success manager different from a customer service representative?
Final thoughts on Customer Success Manager
A Customer Success Manager needs to understand the customer’s business thoroughly. Once that’s done, a diligent CSM needs to develop plans, set quantifiable goals, create playbooks, and monitor those to prove value to customers. Hence, no doubt that with the rapidly increasing subscription economy customer success managers are key pillars for any business. Customer success managers were identified as the topmost promising career by LinkedIn in 2019, 2020, and 2021.
