Can anyone with a 'Customer Success Management' background give me some insight on the role? Some tech/cloud companies are hiring and I'm interested in what the day-to-day looks like

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Customer success is more to do with solving client issues and problems with the product vs product management which you can think of as being the CEO of your product. So customer success for a tech product will generally require you to be far more technical than a product manager role which is somewhat technical but mostly commercial. Does that help?

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Exactly!

At my firm it is supposed to manage the client relationship across software and data products. PMs are more focused on one or a few dpecific product strategies and development.

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People will treat you like customer service. You exist to hedge attrition. You either love it or hate it. There is no in between. It is one of the few non-sales and non-tech roles at these companies so it draws in some interesting cats.

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Also if anyone knows how it differs from Product Management, thanks!

It is essentially customer support to tied to enhancing or supporting future sales. Someone close to your management chain (if not directly) is an account manager of some type. Your success is viewed by how much you support sales. I was one in FAANG.

Kind of. It is team driven. I have heard of entire teams being terminated if an account went South. I did not enjoy it and pivoted to consulting because I felt that the account relationships were always insincere (since they were based on sales) and I have gotten much more collaborative problem solving relationships in consulting. Most people I know went from consulting to Customer Success because if you add in bonus you could easily make 200k.

At my place, CSMs are the ones that are responsible for renewing the software contract after an implementation has completed and the customer is live. They don’t really do anything except tell others what to do

This was really helpful, thank you all! How is the promotion path and growth potential of the role? Sounds a potentially stagnant of a role

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