< 2 Customer Success 101 | 4 The Keys to being a successful CSM >

10. What is a Customer Success Manager and its mission?

https://www.udemy.com/course/customer-success-manager/learn/lecture/4511302#overview

• The person in charge of securing retention and avoiding churn by helping clients achieve their values and goals.
  • Objectives

Mission

Make sure the client is getting the value they are expecting

• Reduce churn rate
  • Interview: What is the current revenue churn rate?
  • Increase retention rates – keep your current customers
    • If Churn is good – Job is to increase retention
      • Are competitors offering better deals?
    • If Churn is bad – job is to reduce churn rates
      • Why are the customers not achieving their desired outcomes?
• Ensure clients are meeting their objectives
• Always look for Cross-Selling/Upselling opportunities (Expansion)
  • This might be expected of me,
  • or I’ll need to enroll the Sales team when these arise.
• Increase Adoption
  • Guide them through the complexities
  • If they don’t know how to use it, they won’t use it.

11. The skills to being a great CSM

https://www.udemy.com/course/customer-success-manager/learn/lecture/4511308#overview

• Be Social and Friendly
• Helpful and Patient
  • People will tell your product is “bad”
  • Find a way to fix it and restore the value
    • There may be times when a customer has been sold incorrectly
    • The product/service was not intended to meet the desired outcomes of the client
  • Make sure the desired customer outcomes are never mismanaged
• Be a team player
  • Work with other teams
    • marketing engineering
• Analytical and data friendly
  • charts, etc.
• Ask open-ended questions
  • Get as much information from the client as possible
    • What is best? what is worst?
    • What is most valuable to you?
    • What would you like to have?
  • Do not ask if they ‘like’ the product or not, but HOW much
• Care for the Clients
  • The more successful the clients are with the product, the more successful the company will be.