Meet the new form of account management: customer success. As increasing proportions of business models move to subscription, companies need to provide ongoing support to customers to help them adapt and realize value. In fact, over 40% of high-tech companies now have CSMs.
Customer success is all about building relationships and keeping your customers are happy. In a 2019 survey conducted by LinkedIn, Customer Success was identified as the 2nd most promising job.
Most commonly seen in SaaS companies, customer success managers (CSMs) guide customers from the sales process to the support phase. They form direct, personal relationships with customers and ensure that everything runs smoothly after a purchase. CSMs answering any questions customers may have, provide the right tools, and work closely with customers to resolve any issues.
As the direct point-of-contact for customers, CSMs have an in-depth understanding of customers' needs and are responsible for communicating common customer behaviors to sales, marketing, and product teams. They ensure customers are receiving the tools and support they need to achieve their goals. CSMs are crucial to building trust with customers and retaining them over time.
Example responsibilities may include...
The real power of a great CSM comes from their soft skills.
How customer success differs from customer service (Zendesk):
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