What is the purpose of a CSM?

Discover the role of a Customer Success Manager (CSM), their key attributes, and what defines their success in fostering customer loyalty and strengthening long-term client relationships.

What is the purpose of a CSM?

Customer success managers (CSMs) support your customers as they transition from sales prospects to active users of your products. They are 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.

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What are the three most important attributes a successful CSM must possess?

The three most important attributes a successful manager must have are domain knowledge, high emotional intelligence, and energy & mental fortitude. A successful customer success manager is someone who builds long-lasting relationships with clients.

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What does success look like for a CSM?

They ask great questions and do research to understand their Customers’ world – their challenges, their pain points, their priorities, their demands, their responsibilities, their culture, their relationships, their values, their passions, their pet peeves.

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