What’s the customer success manager role like? What do you like and what don’t you like?

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I feel like this field of work is going through some changes right now. Not really sure how things will change, but I personally think customer success managers who are technical can be super effective in key accounts. I see a tough road ahead for non-technical customer success managers as organizations continue get lean and drive down costs.

likesmarthelpful

I agree with the above post. If you are talking about Salesforce Customer Success Manager roles, I was one for 5 years but I wouldn't touch it right now. No one seems to have clear definition on what the real expectations are. But the bottom line is, if something bad happens on the account, you will be blamed for it, but no one is going to accept your input ahead of time. When I started in the role, it was very much a "trusted advisor" role for customer execs, helping them with execution strategy around their implementation of Salesforce. Now, the customer execs ignore you because they assume you are trying to position more sales. The account team ignores you because you aren't driving sales for them. Before I left (and in my interactions with CSMs as a customer) the role seems to be shifting towards bunch of "cookie-cutter" metrics and "plays" based on generic usage data, all focused on positioning the customer to want the next shiny thing Product came up with, and ignoring what the customer was actually needing/doing.

Outside Salesforce, the term "Customer Success" seems to be becoming a new buzzword for Tech Support.

likeuplifting

It varies by company. Is there a specific company's role you're looking at?

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