Customer success managers are a member of your team who is vital to the customer’s success with your solution. They’re focused on customer loyalty and building close long-term client relationships, and often stay with the same customers as long as they continue to work with your business.
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CSMs also lead your onboarding efforts, keep your customers up-to-date on best practices and changes in features or policies, and work to ensure that everyone’s aligned on goals for new users. Customer success managers can be internal or external to the company.
The goals of a CSM are similar to those of a sales representative, but from an entirely different perspective. Where a sales team is generally concerned with making as many sales as possible, CSMs have to balance making sales and keeping customers happy. They’re focused on building loyalty and client relationships, rather than just turning prospects into paying customers.
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As a customer success manager, you’ll be charged with engaging and educating customers, measuring and analyzing their progress, and helping them to success. You’ll work with a team to set up customer acquisition campaigns, identify leads, manage the sales cycle, execute deals, and close new business. You’ll also provide ongoing support as customers continue working with your company—helping them implement products, train new employees in user best practices, improve their processes, and troubleshoot challenges as they arise.
A CSM typically works with a small group of customers to provide continuous support and consultation. They’re responsible for identifying the needs of your customers, and then making sure they’re happy, up-to-date and fully-utilizing your solution.
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CSMs are your advocate, confidant and problem solver. They’re passionate and excited when it comes to your business. They roll-up their sleeves and act with the sense of urgency you would expect from it translating into an effective support role for your customers.