What is a Customer Success Manager?

#customersuccess #csmpractice #csm #role

What is the role of a Customer Success Manager?

Traditionally, the customer success manager is in-charge of maximizing VALUE for the company he works for, which typically include increasing:

◽️ Customer retention

◽️ Upsell revenues

◽️ User adoption

◽️ Advocacy

In addition, the customer success manager is in-charge of providing SUPERIOR service and ensuring that the customer achieves the business OUTCOMES they set out to achieve with your solutions or services.

That being said, the Customer Success Manager role definition may change depending on:

◽️ The maturity of your business

◽️ Your business model

◽️ Typical contract terms: Long-term or short-term subscriptions

◽️ The maturity of your solution offerings and products