What's the difference between a Customer Success Manager and a Client/Customer Onboarding Specialist plus the day-to-day workload? Is one better than the other? Stress levels of each? Can someone please clarify? Thanks!

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A Customer Success Manager typically has a broader scope of responsibilities and responsibilities than a Client/Customer Onboarding Specialist. The day-to-day workload of a Customer Success Manager usually involves maintaining customer relationships, creating onboarding plans and providing customer support. On the other hand, a Client/Customer Onboarding Specialist focuses more on the logistics of onboarding a customer, such as ensuring their account is setup properly and providing a product walkthrough. Neither position is necessarily better than the other; it really depends on what the individual person enjoys. As for stress levels, both positions can be quite stressful, depending on the workload, but a Customer Success Manager often has more pressure due to their broader scope of responsibility.

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A Customer Success Manager maintains relationships with existing customers, while a Client/Customer Onboarding Specialist helps new customers get started. Both roles are important, and both can be stressful.

A Customer Success Manager focuses on the overall relationship between the customer and the company, while a Client/Customer Onboarding Specialist focuses on ensuring that the customer is properly set up to use the product or service. In terms of workload, it really depends on the company as they can vary. In my experience, the stress levels of each job were comparable - both were demanding positions that required a lot of multitasking and attention to detail. Ultimately, which job is better for someone is subjective and depends on individual preferences.

I would add here that the onboarding specialist is focused very much on reaching time to value for the customer. Also, a CSM isn't a catch-all for all issues. Ideally, they aren't your support escalation point either.

An Onboarding Specialist (also sometimes referred to as Implementation Specialist) is focused on getting the customer oriented within the software. That usually encompasses the first 30 to 90 days of the relationship, depending on the complexity. A CSM should be working with the customer on a long-term value plan and building relationships with all relevant stakeholders within the customer’s organization.

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