I am considering Customer Success based on my experience maximizing current accounts. However I am assuming I am potentially underselling or belittling what that role consists of. My understanding is, essentially take the typical expectations of a AE and remove the Net New aspects. Your primary goals are to retain and expand.

That is my understanding, without being offensive, is it that simple?

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CS is critical to the health of an organization as it directly impacts customer retention rates as well as the cross-sells and upsells.

CSMs have a few key responsibilities:
To ensure customers get the most out of the product or service

To hire, train, and motivate CS reps on best practices as well as product or services

To develop the customer success strategy

To lead the development of any supporting content and materials needed

To segment the customer base

To address any escalated CS issues/questions

To encourage customer feedback through direct questioning and/or customer surveys

To analyze the feedback, performance, and retention rates of customers based on their interactions

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We now even perform tier I demos, proof of concepts and training as well.

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Yes it’s that simple

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Basically. now that the product is sold and in your hand, get the customer using and enjoying the product that they want more. You’re the pusher to keep customer hooked. 😂

Yes, it's that simple. But the challenge comes in the moment customers no longer want to use the product/service. Your job now is to make sure they would continue using the product/service.

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