April 19, 2021
What Does a Customer Success Manager Do? 8 Essential
April 19, 2021
Customer Success, Management
As the CEO of Custify, Philipp Wolf helps SaaS businesses deliver great results for
customers. After seeing companies spend big money with no systematic approach to
customer success, Philipp knew something had to change. He founded Custify to provide a
tool that lets agents spend time with clients—instead of organizing CRM data.
Customer success is vital to a company’s growth because customers are the ones that bring
revenue. Although more popular in high-tech sectors, like SaaS product development or
cloud services, the customer success manager (CSM) role is gaining more and more
popularity in other businesses as well.
But you may be asking, what does a customer success manager even do?
A CSM’s role revolves around making sure customers get their desired outcomes while
using the service/product, thus prolonging their life cycles.
In this Process Street article, I will walk you through a customer success manager’s tasks,
from onboarding and training the customers, to reducing churn, dealing with critical events,
getting and analyzing feedback from customers, and so on.
Read on to get a full 360-view of what the CSM role entails and why it’s so important for a
Let’s jump right in!
CSM responsibilities: Customer onboarding
1. CSMs onboard and train new customers
Each customer is assigned a CSM once they buy the service and one of the most important
tasks of a customer success manager is onboarding and training the customer.
The onboarding process is crucial because it builds a trusting relationship between the
customer and the CSM, and it sets the tone for what the customer can expect from their time
with the company. If done properly, onboarding can increase retention while decreasing or
eliminating the risk of churn.
CSMs must teach the customer how to best use the product to quickly get go