What responsibilities does a Customer Success Manager (CSM) typically have?

A Customer Success Manager (CSM) primarily focuses on ensuring that customers are satisfied with a product or service and that they are deriving maximum value from it. This role includes fostering a strong relationship with customers, understanding their needs and challenges, and proactively addressing any issues that may arise. By doing so, the CSM helps to improve customer retention, drive product adoption, and ultimately contribute to the overall success of both the customer and the company.

The CSM typically engages in activities such as onboarding new clients, providing training and support, gathering feedback for product improvements, and helping customers achieve their goals through the effective use of the company's products or services. This focus on customer satisfaction and product value is crucial for creating long-term partnerships and ensuring that customers recognize the benefits of their investment.