Customer Success Manager

/Customer Success Manager

Fundamental Differences between Account Management & Customer Success Management [Infographic]

By | 2019-05-09T21:41:30-04:00 May 3rd, 2019|Customer Success Manager, Infographic|

How do Account Managers and CSMs Co-exist in Today’s Recurring Revenue Businesses? As Customer Success gains traction in SaaS organizations and beyond, the value of traditional Account Management is being challenged. B2B organizations with recurring revenue models are massaging their Customer Success charters to find ways to optimally provide ongoing value to customers WHILE they ensure retention, identify growth opportunities, and promote advocacy. Who is responsible for each aspect of tending to existing customers is [...]

#Customer Success looks like … A unicorn

By | 2019-05-09T21:41:30-04:00 April 8th, 2019|Customer Success Manager|

What is a Customer Success Manager? According to one job description, “The customer success manager will understand customer outcomes through ongoing collection and analysis of data and feedback, and turn this into onboarding and retention strategies as well as feed into the product road map. They’ll be involved in all aspects of support, account management, demonstrating the product, educating customers and more. All team members look to customer success for input across all key decisions.” The [...]

How do CSMs succeed in 2019?

By | 2019-05-09T21:41:31-04:00 January 14th, 2019|Customer Success Manager|

Look back In 2017, Forbes named Customer Success Managers one of the top 25 best jobs in America. The overview of the position read: “Once a technology sales team lands a new client, they hand the relationship over to the customer success manager, who will manage the relationship going forward. These managers train the client on new products and serve as the point of contact for any problems that arise.” The job sounded like a [...]

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5 Common Customer Success Manager Mistakes

By | 2019-05-09T21:43:14-04:00 May 31st, 2017|Customer Success Manager|

Been there, Done that! 5 Customer Success Mistakes We’d Like to Help You Avoid When we say “mistakes” we mean this empathetically. We are commiserating with our customers (CSMs) because we are Customer Success Managers ourselves, and have stepped in our own piles of “mistakes”. This list is simply a way to help others avoid the pitfalls we have experienced in building and shaping our own Customer Success team, and in helping our customers do [...]

Why Football is the Favorite Sport of Customer Success Managers

By | 2019-05-09T21:43:14-04:00 May 17th, 2017|Customer Success Manager|

In a very unofficial poll (or maybe just through our Monday morning talks with Customer Success Managers we work with), we’ve come to realize that “most” Customer Success Managers are avid football fans (whether it’s professional, collegiate, or their own kids’ peewee league). Nary a Monday morning customer call  (during football season) doesn’t involve a passionate acclamation of victory, play analysis, bold assertion about bad calls, or disappointments in injuries. Our CSM customers aren’t just [...]

A Mantra-a-Day for Customer Success Managers

By | 2019-05-09T21:43:34-04:00 April 19th, 2017|Customer Success Manager|

5 things a CSM can say to themselves to keep them focused and motivated A mantra is one of those things you say to yourself to keep you focused in meditation. In Customer Success things can get pretty stressful, making it easy to lose focus. A CSM typically has multiple balls in the air and can easily become overwhelmed and distracted, so we thought it might be helpful to have a few mantras a CSM [...]

3 Challenges of Hiring for Customer Success Roles

By | 2019-05-09T21:43:57-04:00 September 1st, 2016|Customer Success Manager|

As the need for the Customer Success Manager (CSM) role increases, more companies are digging into best practices when filling this role. This is a process that does have some challenges; however, I feel these are good steps to help ensure you put the right person in place. The challenges: Confidently knowing what qualities & skills you need: The “who” or what skill set is perhaps the most volatile area within Customer Success Managers. I believe [...]