Going deeper into the everyday…Part 2 — Let’s continue with the second part of a CSM’s daily tasks overview. First, make sure to prepare for all meetings you attend, including meetings with your own Customer Success (CS) team. Before the meeting, take some time to review any internal updates, new procedures, revised playbooks, new use cases, or…

Going deeper into the everyday…Part 1 — Here’s a simple overview of what a Customer Success Manager (CSM) does on a daily basis. It’s an accurate and practical insight into the life of a CS professional. Whether you’re already a CSM or thinking of becoming one, you might discover some useful tips to help you tackle your…

Intro to the CSM daily work life — As we have previously discussed, the role of a Customer Success Manager (CSM) is crucial for the success of any business. The CSM is responsible for ensuring that customers are satisfied with the products or services provided by the company and that they continue to use them in the future…

What you are NOT doing as a CSM — We’ve talked about what a Customer Success Manager (CSM) does, but it’s just as important to understand what they don’t do. As we discussed earlier, CSMs are often faced with a variety of expectations, which can be overwhelming. The diagram below gives us a good idea of where CSMs fit…

Why you need to understand this… — Have you heard of the Net Promoter Score (NPS)? It’s a really helpful tool that most companies use to measure customer satisfaction and loyalty. Basically, it asks customers how likely they are to recommend the product to their friends or colleagues, and then assigns a score based on their response. …

here to help you succeed… — At its core, Customer Success means that our success as a company is directly tied to your success as our customer. We want to help you achieve your desired outcomes so that you’re more likely to renew your business with us, refer us to others, and even expand your engagement…

Do you understand it? — Have you heard of the “consumption gap”? It’s something that tech companies, and therefore Customer Success Managers, face when their end customers struggle to use their product. But don’t worry, it’s not all bad news! …

Drive, increase, and reduce — As a Customer Success Manager, your primary goal is to help your customers succeed by ensuring they’re receiving maximum value from your product or service. …

Defining the CSM role — When you offer a product or service, you want your customers to succeed in using it to achieve their desired outcomes. That’s where Customer Success Management comes in. At its core, Customer Success is a business methodology that focuses on ensuring that your customers achieve their desired outcomes while using…