A Customer Success Manager (CSM) is a new kind of role that combines the best of technical support, customer service, and sales.
Customer Success Managers have a primary goal: retaining customers.
Working for tech companies that sell a subscription service, CSMs focus on:
Customer Success Managers are measured themselves on retention and customer happiness. For example, SAAS companies aim to retain at least 70% of their customers annually, and want to score 8 or higher in the Net Promoter Score benchmark.
Over at the Totango blog, Ed Powers suggests 3 types of moments that Customer Success Managers aim to produce:
Customer Success Managers require a mix of relational, technical and analytical skills to help them achieve the desired company outcomes. This is why people who are digital natives and have a high affinity for social media tend to have great success in Customer Success positions.
Are you involved with customers? Please share your thoughts about Customer Success Management in the comments below.
by Sam Aparicio, CEO, Ringio
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