Explore the importance of empathy in customer success, understand the role of a CSM and learn about their main goal towards customers in our in-depth article.
What would you say is the number 1 most important skill of a successful customer success specialist and why?
Empathy. Empathy is another skill that all CSMs should have, and it’s sometimes considered the most important skill. CSMs should have the ability to understand where customers are approaching problems from, how they are feeling about specific milestones, and what they are thinking about certain functionality.
What is a CSM in customer success?
A customer success managers (CSM) supports your customers as they transition from sales prospects to active users of your products. They’re focused on customer loyalty and building close long-term client relationships, and often stay with the same customers as long as they continue to work with your business.
What is the main goal of a CSM?
To work with the customer to help them get better use out of the product or service. In turn, they often help to reduce churn by increasing user adoption and NPS, and assist with things like upselling and even account expansion.