Customer Success Manager
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About this service
Summary
1. Bridge the gap between sales and customer support
After someone becomes a customer, customer success management picks up where sales leave off. They help onboard customers and become your customer’s mentors. CSM’s main goal is to get them started as fast as possible and monitor their satisfaction as they grow.
2. Ensure customers get fast time-to-value
There are two key milestones in the customer lifecycle:
When buyers sign up
When they achieve their first success
Each customer will define this moment of success differently. Sometimes it’s financial, like exceeding their targeted monthly revenues thanks to your product. Sometimes it’s a smaller personal success, like realizing your product saves them time. Without the right team to guide the process, customers will likely get frustrated and lose interest.
3. Keep clients engaged and regularly using products
CSMs check in with their clients to ensure they consistently use the products. This intervention is surprisingly necessary; regular product usage often doesn’t happen organically. It can be hard to keep clients engaged if they aren’t seeing the value in your products. Customer success managers work to keep those benefits top of mind.
What's included
Customer Success Manager deliverables:
Bridge the gap between sales and customer support Ensure customers get fast time-to-value Keep clients engaged and regularly using products Build customer loyalty and reduce churn Keep a “high-level view” of the entire support process Advocate for customers Foster a customer-centric team environment Resolve customer issues
Skills and tools
Customer Success Manager
Google Drive
Microsoft Office 365
Notion
Slack
Zendesk
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