A CSM understands the client’s needs, the company’s abilities, and how to marry the two for successful client engagements. They are the face of the CEO as an engagement moves forward. Often, customer service representatives manage an element of a client issue, whereas the CSM is committed to educating the client and ensuring a long-term relationship.
Further, the client success manager will likely be assigned to a client or industry of similar clients so they can offer comprehensive guidance along the way. Having one individual instead of several agents is essential for your business growth.
If you’re wondering, “What does a customer success manager do?” it’s as simple as it is complicated since it’s not one thing.
What is a customer success manager’s role for small businesses? Simply put, this person will wear all the hats. They might be the only person, rather than one of many, who can assist clients and help them along the way. Their breadth of knowledge makes them a valuable resource for clients.
Sometimes, it’s essential to look at what a role is not, just like you would map out what it entails. A CSM is not:
As mentioned above, the client success manager is responsible for many things – some difficult and some simple. At the basic level, they are responsible for these five things:
What is the difference between a client success manager and a customer success manager? The terms “client” and “customer” are interchangeable in scope, but a “client” is defined as a B2B sale, and a “customer” is a B2C sale. Sometimes, there is overlap in determining what a customer success manager is — consider technology products (physical products) that require maintenance or servicing (service offering).
Many SaaS companies employ these people to ensure renewals and reoccurring revenue. Ultimately, they build loyalty and lifetime value for their customers and the company. How can this translate into other industries?
Imagine having immediate insight into your clients’ troubles, successes, and ideas. The CSM is that person.
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Coach Dave
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