What is customer success?

Customer success has many meanings. Here are some ideas which have worked for me.

1. Managing Self – Customer success begins internally with one global team. It is a consolidation of process, training and product playbooks, so that your teams are aligned to engage with customers.

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2. Voice of the Customer – Customer Success Managers (CSMs) are given leeway to build relationships and share feedback with Account Execs, TAMs and product teams. Gathering and sharing customer feedback is a unique skillset which CSMs should possess.

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3. Meet customers and engage with them. It’s worth the effort. Are your CSMs customer-facing?

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4. Simplicity and affordability – CSMs should remove the friction of new product adoption.

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