Customer Success Manager (CSM)
The individual responsible for ensuring customers attain value from a product after purchase. Their core mandate is to manage the ongoing partnership, track product/service usage, monitor relationship's health, identify opportunities for expansion and drive renewal conversations.
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THE TRUTH: In different organizations, the CSM role means different things. While some use it as a technical advisor function, others deploy it as a relationship manager. In some cases, too, it's a glorified support agent. All are correct in their own rights, setting the customer up for success. One question to clarify in all these: does your CSM own revenue, or not?