What do Customer Success Managers do?

Customer success managers (CSMs) are responsible for helping customers achieve their desired outcomes and goals through the use of a company's products or services. They work closely with customers to understand their needs and provide personalized support and guidance to help them get the most value out of what they've purchased.

Some specific responsibilities of a customer success manager may include:

1. Onboarding new customers: Customer success managers may be responsible for helping new customers get started with a company's products or services, providing training and resources as needed.

2. Providing ongoing support and guidance: CSMs may work with customers on an ongoing basis to provide assistance and support as needed. This might involve answering questions, providing advice on best practices, or helping customers troubleshoot any issues that arise.

3. Identifying upsell and cross-sell opportunities: CSMs may work with customers to identify additional products or services that could help them achieve their goals and objectives, and may help to facilitate the sale of those products or services.

4. Tracking customer progress and success: CSMs may use various metrics and tools to track the progress of their customers and measure the success of their efforts. This might include tracking usage and adoption rates, customer satisfaction scores, and other metrics.

5. Collaborating with other teams: Customer success managers may work closely with other teams within a company, such as product development, sales, and marketing, to ensure that customer needs and feedback are being taken into account.

In summary, customer success managers are responsible for helping customers get the most value out of a company's products or services, and for building strong, mutually beneficial relationships with those customers.