What is a Customer Success Manager?

In today’s business landscape, prioritizing customer needs and wants is essential for increasing profitability and customer retention. How can your team focus on customers' needs when only a few on your team directly interact with the customers? 

The Customer Success Manager knows your customers and focuses on their long-term needs through relationship building. From guiding customers through the sales process to the onboarding process and then ensuring the customer is using the product or service to their advantage. 

Customer Success Managers ensure everything runs smoothly for the customers and proactively handle any issues. They are the main point of contact and are easy to reach, acting as the liaison between the client and the business.

The support provided ensures that customers get the key tools to reach their goals. The CSM works directly with the sales, marketing, and product teams to help them understand their customer's behaviors. 

Key responsibilities of a Customer Success Manager:

• Increases client retention

• Customer support and main point of contact

• Onboards new customers

• Leads initial meetings

• Handles renewals and up-selling products or services

• Voice for the customer

• Establishes and maintains customer relationships

• Provides high-level tech and product support

• Trains customers on software usage

• Conducts customer check-ins and proactively address customers’ needs

• Communicates customer's behaviors and wants to team

Customer Success is the long-term business strategy to maximize customer satisfaction and company profitability. By focusing on retention and expansion, CSMs play a crucial role in increasing revenue. The Customer Success Manager functions as sales, marketing, support, training, and professional services to meet the customers where they are and provide them with the best customer experience (CX). 

Investing in a Customer Success Manager ensures customers are valued, heard, and set up to succeed. This strengthens your customer loyalty and drives your business growth.