How to Identify a Stellar Customer Success Manager
Duygu Cibik shares an article that identifies the key factors that can help you find an efficient and effective customer success manager.
What is the right customer success manager (CSM) profile?
This is another question that CEOs and other executives raise often.
Clearly, desired CSM profile depends on your expectations from CSMs tied to CSM role definition. I’ve summarized my expectations in a previous post titled “What is Customer Success?” and I’ll cover the desired CSM skills and experience in line with those expectations.
- Consultative skills
To be able to provide advice to clients regarding the product, potential use cases that would benefit the clients and help clients optimize their business processes, CSM should act as a consultant partner to their clients. Because consultative skills is a broad term, I’ll try to divide it into specific components.
- Analytical skills and intellectual curiosity
For CSMs to be consultative, they need to possess strong analytical skills and be curious so they can quickly understand their client’s business model, the revenue and the industry dynamics. This would enable them to understand and position the most relevant use cases for those clients.
For example, consumer good clients use Sprinklr primarily for marketing, a retail bank may use it both for marketing and brand reputation management while an investment bank typically leverage Sprinklr to identify and manage potential risks to their brands.
Developing industry based playbooks help CSMs to gain this knowledge to a certain extend; that said if you have analytically skilled CSMs, you can put them in any client situation knowing that they’ll figure out how to deliver value to the client.
Additional points identified include:
- Emotional intelligence
- Client management skills
- Domain knowledge
- Project management skills
- Commercial acumen
Read the full article, What is the right Customer Success Manager (CSM) profile?, on LinkedIn.