In the business battle among B2B technology companies today, Customer Success Manager is one of the major keys to hook and maintain a relationship with clients. How much do you know about this interesting position?
What exactly is Customer Success Manager?
This is a very new and recent title that has only existed the past 7-8 years and many people might not know exactly what a Customer Success Manager (CSM) does or what skills are required to do this job.
Many SAAS companies have created a separate function in their business dedicated specifically on managing the client/customer relationship and ensuring that the clients and vendors goals using their software has a beneficial outcome. This client/customer relationship is managed by the CSM.
What does Customer Success Manager do?
A CSM’s main goal is to create strong and long-lasting relationships with their clients/customers and to make them as successful as possible. The CSM will be the primary contact person for the onboarding of the client/customer, provide the training of platform end user onsite or via online video platforms, identifying opportunities and act as a client advocate and collaborate closely with other teams such as Sales and Technical support.