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  • Writer's pictureShane James

Seven Essential Responsibilities of a Customer Success Manager

Updated: Jan 18, 2023

A Customer Success Manager (CSM) is responsible for ensuring the long-term success of a company's customer relationships. Some of the essential things a CSM should do include:

1. Building and maintaining solid relationships with customers: This involves regularly communicating with customers to understand their needs, address any issues they may have, and ensure they are getting value from the company's products or services.

2. Identifying and addressing potential risks to customer retention: A CSM should be able to identify potential issues that may lead to a customer canceling their contract and take steps to mitigate these risks.

3. Helping customers achieve their desired outcomes: The CSM should work closely with customers to understand their goals and objectives and help them achieve these using the company's products or services.

4. Upselling and cross-selling: A CSM should be able to identify opportunities to sell additional products or services to existing customers and be able to communicate the value of these offerings effectively.

5. Continuously gathering and providing feedback from customers to internal teams: The CSM should communicate with internal teams, providing feedback and insights from customers, to help improve the company's products, services, and overall customer experience.

6. Collaborating effectively with other teams internally to ensure customer success.

7. Continuously tracking and reporting on key metrics to measure success, such as churn rate, customer satisfaction, and customer lifetime value

Ultimately, a Customer Success Manager (CSM) contributes significantly to a company's success by fostering positive relationships with customers, spotting and mitigating threats to customer retention, assisting customers in achieving their goals, upselling and cross-selling, continuously gathering and providing feedback to internal teams, collaborating effectively with other teams within the company, and tracking and reporting on key metrics to measure success. A CSM's job is crucial since it affects the company's bottom line in many ways, including customer happiness, churn rate, and lifetime value.

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