No matter how efficient and great your customer service team is, to build long-term relationship with customers your company needs a customer success manager. This position requires high level of responsibility and strong communication, presentation as well as organization skills. The teamwork of sales and customer service helps to win new customers, assist them during their journey and solve their issues. The task of a customer success manager is to bridge the gap between sales and customer service teams and to ensure that prospects become long-term customers.
While customer service representatives communicate with customers when the issues arise, the task of customer success managers is to solve problems before they happen. They set customer value as their goal and drive the most out of the product to win customer loyalty. On the other side, customer service agents solve issues and set their resolutions as their goals. They work in short-term perspective and act when customers contact them. The task of customer success managers is to build long-term relationship.
CSMs complete a variety of tasks, the final goal of which is to build long-term customer relationship. Here is the list of the main responsibilities of customer success manager:
Besides products which meet requirements, customers expect personalized customer service. That is why the role of customer success manager in your company is very important. However, how to hire the right specialist and what kind of skills should this person possess?
For any organization that follows SaaS model, it is important to have a customer success manager as part of the team. For large and medium organizations, it is necessary to have the entire department for this purpose. High level of customer satisfaction and loyalty is the result of excellent work of the customer success department.