Customers are conditioned to see their Customer Success Manager (CSM) as the central point of contact with their vendor. As such, CSMs are the natural first stop for any project a customer wants to discuss.
- Interested in switching over to annual billing? → Email your CSM.
- Want to brainstorm a new use case? → Bring it up during your weekly call.
- Need a custom-built integration? … You get the idea.
Since CSMs tend to work on a variety of projects it’s nearly impossible (if not impractical) for them to individually complete each one. As a result, CSMs regularly interface with a variety of internal and external teams. So, how can CSMs oversee such a wide array of initiatives, including ones they’re not individually responsible for executing?
The answer: CSMs need to be capable project managers.
Read the full post on the Natero blog.