Customer success manager jobs are increasing in the Technology Industry, especially in SaaS companies. As competition grows, this is a great time to discuss how to be a good customer success manager.
A CSM is defined by more than just their skills and job title. They are also defined by how they react in certain situations. So, if you want to learn how to be a good customer success manager, Here are tips that will help you:
What Is a Customer Success Manager?
A CSR is someone hired to handle customer service, whereas a CSM is someone who is tasked with ensuring customers are successful.
A CSR is there to assist customers who’ve purchased a product, while a CSM is there to help a customer through the sales cycle.
A customer success is a manager who helps customers get the most out of their purchases. This term is becoming increasingly popular as companies sell more services and software, rather than physical goods.
According to data from Linkedin, 72% of Customer Success Managers work in the software industry.
The role is to guide customers through a positive buying experience, maximizing customer satisfaction with their purchases.
As businesses have evolved to a subscription and usage based model, their focus has shifted to maintaining existing customers and acquiring new ones.
The objective is to not make a single one-time sales but to build ongoing relationships with your customers where both parties’ goals are continually being fulfilled.
The CSM is the person responsible for keeping the relationship between your business and your customers healthy. They’ll work with both you and the client to work out the best way to incorporate your product into their current setup.
A CSM is someone that helps customers make the most of their product or service. As demands and product offerings change, the Customer Success Manager can guide the client toward the best options for their needs.
It can be extremely profitable to build customer loyalty, and an effective CSM will never come across as pushy salesperson. Instead, they take the time to listen to each unique situation and evaluate it before offering any advice or solutions. This helps to build trust between the customer and client success manager.
In order for customer success leaders to be successful, it’s essential that their clients are willing to share information about their operations. If a client is unwilling to do so, it will only slow down the process.
The more transparent you are with your clients, the easier it will be to build rapport. Even if it doesn’t lead to more sales, it will lead to value.
Customer service is the backbone of any successful business. A business that values its customers will have an advantage over the competition, no matter the field.
With so much competition, it’s the brands that go that extra mile that stand out from the crowd.
When a company goes the extra mile to make you feel appreciated, it stands out. Not only will we remember, but we may spread the word about it to our friends.
When we have a positive experience with a company, we make a note to use them again in the future. It’s unfortunate that many companies have lost sight of how important customer service is to their business plan.
How to Be a Good Customer Success Manager
A great Customer Success Manager has a deep understanding of the customer journey. They are able to see the world through their customer’s eyes and help them navigate through any challenges they may face. A successful CSM builds strong relationships with their customers based on trust and mutual respect.
The importance of building strong customer relationships cannot be understated.
A CSM needs to have excellent communication skills in order to maintain strong relationships with customers. Without active listening skills, the process of communicating could be ineffective and may result in a loss of customer trust.
A CSM needs to be able to analyze and solve problems quickly, and be able to plan out and lead a project successfully.
A successful CSM is much more than a helpful hand to their clients. They are a trusted advisor that can lead them to success by providing authority and expertise on complex business concepts. This allows the client to make well-informed decisions that could mean the difference between success and failure.
As a CSM, you have to be able to empathize with customers. You have to understand the triumphs and struggles of your clients in order to build a long-lasting relationship.
Top Skills of A CSM
Soft skills are an important part of any customer success role. These include communication skills, teamwork, and empathy.
Bonus: Download the FREE 60-page Customer Success Competency Model!
Download a FREE 60 page customer success competency model!
1) Relationship Builder
Building strong relationships with customers is the key to success in this position. You need to understand your customers’ motivations, be willing to help, and put their interests ahead of your own. Being personable and likeable will go a long way in helping you achieve this.
Being likeable helps, but being a human is most important.
2) Organized and Proactive CSMs
As a Customer Success Manager, it’s important to be organized and anticipate what your customers may need. By being one step ahead, you can prevent many headaches.
3) Analytical and Strategic CSM
A customer success professional is able to look at customer data and come up with a strategy for success.
If the CSM notices that customers aren’t making as many phone calls or engaging as much with their clients on social media platforms, they should create a plan that requires them to make more of those kinds of interactions.
4) Emotional Intelligence
As a Customer Success Manager, it’s your job to defuse any conflicts between your customers and your company. You can do this by using your Emotional Intelligence skills to tactfully get what you need without causing any conflict.
5) Excellent Communication Skills
The most important trait for a CSM is communication skills.
A customer service manager is the person who makes sure that a company’s customers are happy and that operations are smooth. They do this by communicating with customers and superiors.
A Customer Success Manager’s job is to take in all of the data from various different sources, and translate it for various different people. It requires great communication in order to succeed.
Ways a CSM Can Benefit A Company
A CSM needs to be an excellent communicator as most of their time will be spent communicating with customers and other departments.
Here is a brief list of things a proactive customer service manager should take care of:
The saying “first impressions are everything” is as true today as it was when first coined. It sets expectations and provides context for customer value.
The goal of our initial interaction with a client is to make them comfortable reaching out to us again in the future. In order to accomplish this, we must first understand their business goals and explain how our software can continually help them.
Build a Rapport
Since customer support teams are building a relationship with the customer, they need to have excellent communication skills.
A customer support managers’ job is to listen carefully to customer issues, understand workflows, and know when it’s appropriate to forward a client to other departments.
They bridge the gap between support and sales, helping direct clients to solutions.
A CSM can greatly increase the lifetime of a customer. By establishing trust and rapport, the CSM can suggest additional products or services that would be beneficial to the customer.
The CSMr will work closely with clients to ensure they’re getting the most out of the product. They’ll keep the customers informed on new product features and developments.
A CSM follows up on all renewal and feedback requests. That additional touchpoint could be what keeps a customer from churning and goes a long way to protecting your business’ reputation and relationship with the customer.
By requesting this feedback, we can work together to ensure that any issues are resolved and that your customers remain satisfied with your product or service.
The more customers you have, the more money you make, which lowers your customer acquisition costs and increases your retention rates.
This is where the customer success management can really make a difference. Bycommunicating their customer needs to the higher-ups, the CSM can help shape the direction of the company.
They can provide invaluable insight from real customers that can improve the product.
When your product development team focuses on what your customers need, you’ll be able to create an effective customer retention plan.
When you take your customers’ suggestions as a learning opportunity and research ways to strengthen loyalty, you’ll be able to achieve sustained growth.
Now you know how to be a good customer success manager. By following these three tips, you’ll be well on your way to being a great customer success manager. Remember to always put the customer first, be proactive in solving problems, and build strong relationships with your team members. .