Customer success manager has to be at least 80 % different then account management, renewal management, support, implementation and on boarding. C s m's job is to do everything possible to make sure that renewals and expansions a non issue and happen. They're responsible for virtually most of that experience that the customer has. And their job is to insure that they renew and expand. Are identifying opportunities. Even if they're not the necessariy ones to close the business, they're the closest advisers.
Today, we are joined by Nils Vinje, Leadership Coach and Founder, CEO of 30 Day Leadership. Nils helps us understand the importance of clear definitions of both the role of the CS team and CSMs specifically. Nils clarifies the important role the CS Leader plays in establishing the expectations for the team within the organizational needs and focus.
You can find more about Nils here
More about 30 Day Leadership
---
Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.