Things That Keep the Customer Success Manager Awake
Customer Success has quickly moved from being just another buzzword to an enabler of business success especially in the SaaS ecosystem. Customer success expert Lincoln Murphy defines the term as “…simply ensuring that your customers achieve their Desired Outcome through their interactions with your company”. Seems quite straightforward. However, given the changing dynamics of a constantly evolving marketplace where the customer is spoilt for choice, customer success is the great differentiator for business success. SaaS companies know that the cost to acquire a new customer is several times higher than retaining the existing ones. Reducing churn and increasing product adoption and expansion, thus, falls under the jurisdiction of Customer Success teams. And the main job of the Customer Success Manager is to make sure that the customer can reach their ‘desired outcomes’ in the shortest time frame. Clearly, the Customer Success manager has a huge responsibility to shoulder. In this blog, we take a look at things that keep customer success managers awake at night.