Job Titles - Customer Success Manager

CUSTOMER SUCCESS MANAGER

Customer Success Managers (CSMs) are a unique hybrid role between customer service and sales. Their main goal is to provide support for customers throughout the sales cycle as well as the transition from the sales pipeline (prospects) to the support pipeline (active users). They are typically responsible for maintaining customer loyalty, upselling existing customers to new features within the product, fostering long-term relationships with their customers, and ensuring that their customers are achieving the goals they were looking to achieve when purchasing your product. (Casey Paxton – parlor.io.)

This job function “got its legs” with companies entrenched in software-as-a-service business models, where companies are looking to raise the level of the customer’s overall experience with the product / service.

Customer Success vs Customer Support

One of the most asked questions that we get is what exactly is the difference between customer success and customer support? With customer success being a new field, it’s easy to see how they can get mixed up, but there is a distinct difference: proactive versus reactive responses.

Customer support teams are typically on the frontlines: they are replying to live chat messages, they are handling questions about where to find certain features, they’re answering ad-hoc questions about pricing or functionality. Customer support teams are typically more reactive in their response to customers, meaning that they deal with the questions and the feedback as they come in. On the other hand, customer success teams tend to be more proactive; they try to anticipate the needs of their customers and provide resources and answers ahead of time before their customer actually runs into the issue. Customer success teams tend to focus on more high-level issues, such as running a smooth onboarding process, directing customers to new areas of the product they have not checked out yet, or resolving issues that are blocking an upsell or renewal opportunity.

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