Transforming Customer Success in a Global Tech Firm

This chapter explores the evolving role of Customer Success Managers (CSMs) in a global workplace technology firm, highlighting their structured approach and emphasis on data-driven decisions. It discusses the recent organizational changes that allow CSMs to focus on delivering value and engage in strategic discussions rather than contract management. The chapter also delves into the significance of effective communication, personalized relationship management, and compensation dynamics in enhancing customer satisfaction and retention.