Customer Success Manager
Definition
Customer Success Manager: A Customer Success Manager (CSM) ensures customers achieve their desired outcomes with your product, driving retention, expansion, and advocacy. CSMs onboard customers, monitor health metrics, conduct business reviews, and proactively address risk. They're measured on retention, expansion, and customer satisfaction.
Example Usage
“Each CSM manages 30-50 accounts. They run quarterly business reviews, monitor usage patterns, and intervene when customers show churn risk.”
Common Misconceptions
Related Terms
Customer Onboarding
Customer onboarding is the process of helping new customers start using your product and achieve initial value. Effective onboarding includes technica...
Churn Rate
Churn rate measures the percentage of customers or revenue lost over a period. Customer churn counts lost accounts, while revenue churn measures lost...
Net Dollar Retention
Net dollar retention measures revenue from existing customers over time, accounting for expansion, contraction, and churn. Calculated as (starting MRR...
Customer Health Score
A customer health score is a metric that predicts customer satisfaction, renewal likelihood, and expansion potential based on product usage, engagemen...
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