The role of the Customer Success Manager combines proactive customer support with a sales-driven mindset. The CSM, also called Client Success Manager, ensures customers get the most out of the product or service. Their goal is to drive customer satisfaction, retention and growth.
Essential parts of a Customer Success Manager’s job description:
- Customer Success Managers are customer lifecycle experts
- They collaborate with both external clients and internal stakeholders (especially Sales, Customer Support, and IT teams)
- Although not tied to a specific industry they mainly work in business-to-business (B2B)
- Their highly analytical, sales-driven approach ensures customer and business growth go hand in hand, maximising revenue for both parties