Customer success managers (CSMs) assist individual customers to leverage your company’s product or service. Their goal is to optimize the value your customers gain from their engagement with you so that they don’t churn.
In order to facilitate customer success, CSMs will need to communicate with marketing, sales and your product or service team to understand what expectations and goals your customers have and help those goals get met. CSMs may also be responsible for monitoring your company’s customer journey and tracking how clients progress through it.
Experience level: junior or mid-level
Customer Success Team Lead
Customer success team leads oversee customer success managers. rcs database They’ll help train new reps, set goals for both individuals and the team as a whole, track how their team’s performance is contributing to the overall success of their company and assist with escalations when needed.
Depending on the size of their company, customer success team leads may report to a Director or VP of Customer Success to ensure that their team’s performance is contributing to their company’s growth.
Experience level: senior
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Client Experience Manager/Customer Relations Manager
Client experience managers work to ensure satisfaction across a company’s client base.
They’ll be responsible for collecting and analyzing customer feedback such as NPS surveys and product or service reviews. Additionally, they’ll work across all customer-facing teams to help create a consistent, positive experience.
They may also be responsible for customer journey mapping and progression tracking in collaboration with customer success managers.
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