What does a Customer Success Manager do? ?

I know most of us here are experienced professionals, but I still wanted to understand how the role in itself differs across Geos, companies, etc.

After witnessing many iterations, I’ve tried to define it based on my experiences so far...

Here goes my first try -

?As CSMs, you represent your company to the customer and the customer to your company.

?We handle post-sale customer engagement, employ a proactive and consultative approach to understanding and empowering their business goals.

?We help deliver customer outcomes which thereby results in value recognition!

?Empathy >>> Transactional Mindset

?People >>> Product >> Processes

?We drive customer centricity within the company & help them achieve their desired outcomes ?

What did I miss?

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Comments

Alex Turkovic

It's a good point. Over-doing your level of support can set a dangerous precedent and will keep you from helping other clients.

Sidd

Yes, this is perfect, thanks David! @David L Ellin

David Ellin

@Sidd , I’d go with “proactive, strategic, and consultative approach...”. The word ’consultative’ should stay in as well.

Sidd

Thanks for sharing your thoughts @Rob Stevens

Sidd

True that @Alex Turkovic , this "Triage" in a way strengthens the trust and keeps the customer at ease and realise that they're in good hands. However, maintaining balance is the key, don't over do or under-do.

Sidd

Thanks @David L Ellin , yes I totally get your point. I've faced many situations where I was just an extension to Customer support for the client. The minute I realised this, I started defining my scope and ensured to convey the same to my clients in a structured manner.

Maybe replace consultative approach with strategic approach? Im curious to learn where you would fit it n..

Sidd

Thanks @Ronald Krisak , yes they definitely deserve a seat at the table and we are facilitating that along the way through our role.

Rob Stevens

The Customer Success Manager is the strategic partner with your customer, helping move the customer's business forward. They make sure your customer understands the value of their purchase, and can communicate that value to others.

David Ellin

Great bullets, @Sidd. I would love to see the word 'strategic' in there somewhere. It helps others understand that Customer Success is not Customer Support (which is tactical).

Ronald Krisak

@Sidd I like your first bullet -- As CSMs, you represent your company to the customer and the customer to your company. I look at it as more than representation. I like our customers to feel I am an extension of them within my own company -- a seat at the table. Good topic.

Alex Turkovic

One item to add from my perspective:

Triage: If difficult issues arise (technical, billing, etc.), a good CSM will be the single point of contact (SPOC) for the client and align/manage other cross-functional teams internally to resolve the issue. This eliminates the customer from being bounced around from person to person and also fosters trust in the relationship between customer and CSM.