The document discusses the role of a customer success manager. It states that a customer success manager ensures customers are finding success using a company's products or services. Key responsibilities include guiding customers through implementation, demonstrating unused features, coaching on improvements, and maintaining satisfaction to prevent churn. Goals include increasing upsells, renewals, and net promoter scores. The role requires both technical skills relevant to the products as well as soft skills like active listening and communication when interacting with customers. The career path for a customer success manager can lead to roles like director or head of customer success.

1. CUSTOMER SUCCESS
MANAGER

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WHAT IS CUSTOMER SUCCESS MANAGER

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Being a Customer Success Manager, as the
name suggests, means making sure that your
customers are finding success using your
product or service.

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HOW CAN YOU MAKE YOUR CUTOMERS SUCCESSFUL ?
3
• Guiding them through the onboarding process or implementation
• Showing them features that they aren't fully using or aren't using at
all
• Coaching them on how they can improve their business even
more.
• Constantly meeting clients, going over their results, and showing
them how to be even more successful using your solution.
• Vendor Lock In: make sure your clients are so successful using
your product that you create vendor lock in, which is a scary way of
saying that they feel they would be losing too much if they ever
tried to stop using your solution.

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TARGETS AND KPIS

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GOALS & TARGETS
5
Goal
The goal is to maintain and grow the customer's satisfaction. This can be measured in your NPS (net promoter
score) through
1. Customer satisfaction surveys or
2. Churn rate. Churn rate is just the rate that your customers are leaving.
Targets
1. Upsell or cross sell KPI, which means you will sell additional features, services, or upgrades to your clients.
2. Renewal targets: so keeping your customers successful means keeping them relying on your product, which
in turn means that they will renew their contract or subscription.

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NPS
6
Survey to collect
promoters and
Detractors

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NPS
7
Follow up with
reason to tackle the
issues
It should be open
ended question to
let the customer
express their issues
Close the loop by
contacting the
1. Detractors to
understand their
problems
2. Promoters to
thank them and
ask them to be
referenced

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SKILLS

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CUSTOMER SUCCESS MANAGER HAS TWO SIDES
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• Technical side, which requires Hard skills, Hard Skills your technical skills needed
will vary depending on the type of product you are working with. Most companies
will offer training on their specific solution after you join, but having a base to build
on is always a really good idea.
• Clientfacing side, which needs soft skills. Soft Skills because a CSM is a very
clientfacing role, you will need to not only be able to read data, but also
communicate your findings with your clients to help them understand what is
working and what is not working. The best CSM even anticipate the problems that
might come up and solve them before they become an issue. Some of the key soft
skills you're going to need are
o Active listening
o Communication
o Coaching
o Presentation skills

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CAREER PATH

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CUSTOMER SUCCESS PATH
11
1. Customer Success Director
2. Head of Customer Success
3. Chief Customer Officer
Moving towards Other paths
To move towards the technical side of things and become a
1. Solutions architect or solutions engineer
2. Technical Account Manager
or something similar that takes customer needs and productise with them.
To move towards the soft skills side you can also move towards a more sales heavy role,
that is, growthfocused, using your soft skills to build a business and your understanding
of the technical side to better illustrate the benefits of a product. Alternative Titles
Customer success can have different titles depending on the company. These include
1. Account manager
2. Client services manager
3. Client solutions manager or solutions consultant just to name a few.

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FAQ

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WHAT IS THE DIFFERENCE BETWEEN CUSTOMER SUCCESS AND
CUSTOMER SERVICE?
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I like to think of the difference as being proactive versus
being reactive. As a Customer Success Manager, you will
need to be engaging with your customers on a daily basis to
make sure they're reaping the full benefits of your solution
and solving problems before they even happen. Customer
service, on the other hand, is more about responding to the
issues that your customers are already experiencing and
taking care of any complaints that they may have.

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WHAT IS THE DIFFERENCE BETWEEN A CSM AND AN ACCOUNT
MANAGER ?
14
The main difference is the technical aspect of the role. As a Customer
Success Manager, you will be more involved in the implementation of
the product and there's an expectation that you have the ability to dive
deeper into the solutions that the product offers, whereas an account
manager will also handle the reporting, but it will generally be through
available dashboards. Another difference is that the account manager
can be a sales role with sales targets based on sales results. The
customer success will usually not have a commission structure or a
bonus.

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THANK YOU
Qais Ammari
Director - Customer Success
Middle East and North Africa
qais.ammari@mobileum.com