What distinguishes a great Customer Success Manager? (from Quora)

I published an article on this topic today: 9 Key Traits of a Customer Success Manager.

Keep in mind that what distinguishes a great CSM at your company is going to be specific to the role as you’ve defined it and the market you serve.

CSMs are advocates for customers internally and coaches to them externally. If you serve an enterprise market, these relationships will be one-to-one and personal; SMB and Very Small Business involve more mass communication, one-to-many. The activities related to each are different, the outcomes are are the same: drive engagement, increase adoption to reduce customer turnover.

The 9 traits in the article should help no matter what the configuration of the role or your Customer Success team. But how you apply them will be different based on the type of market you serve.


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