What Makes a Great Customer Success Manager?

In today's competitive landscape, reducing churn and improving net retention rates are both vital metrics for a SaaS company. A stellar Customer Success Manager (CSM) plays a key role in this. 

The following insights come from IcebergIQ's extensive research into churn, renewal, and upsell decisions for enterprise software companies. By analyzing feedback from customers about their experiences with CSMs, we've identified traits that make a CSM exceptional.

1. Helpful and Prescriptive

A great CSM always looks for ways to help customers get more out of the product. They share useful tips and updates, making sure customers can maximize their investment. They are clear and prescriptive with their guidance rather than open-ended.

2. Dedicated and Responsive

Quick, consistent support is a must. Customers appreciate CSMs who are available to answer questions and solve problems promptly.

3. Knowledgeable

Deep product knowledge is essential. A great CSM understands the ins and outs of their product and can offer strategic advice and troubleshooting. They understand the customer’s business model and what the customer hopes to get out of the software, and they map the value so it is clear.

4. Reliable and Consistent

Consistency builds trust. Customers want a stable account team that knows their history and needs, reducing the frustration of frequent personnel changes. If an assigned CSM leaves due to attrition or growth, the handoff experience to the new CSM needs to be smooth. If a customer needs to start all over and re-explain their business and desired outcomes, they will raise it as a point of frustration in the churn interview.

5. Excellent Communication

Keeping in touch regularly – even just 15 minutes every week or two – is vital. Great CSMs make sure their customers are informed and feel supported right from the start.

6. Proactive

Great CSMs don't wait for issues to arise – they anticipate and address potential problems before they escalate. When new stakeholders arrive, the CSM makes a point of meeting with them promptly and communicating the value of the solution. This is important, as our research shows that the arrival of a new stakeholder can signal a risk of churn.

7. Accountable

Follow-through on promises and accountability for outcomes will foster trust in the CSM and help solidify the relationship.

8. Flexible

Adapting to changing customer needs and feedback ensures that support remains effective and relevant. One interviewee expressed that it is important to remain aligned in times of organizational transitions, so CSMs need to be nimble and adaptive.

Finding the Right Talent

Finding the right CSM is crucial but challenging. For those seeking to refine their approach, our friends at Melo Associates offer valuable insights into hiring and training top CS talent. Leveraging such expertise can be the key to building a strong customer success team. IcebergIQ is pleased to partner with Melo Associates, who share our commitment to supporting the customer success profession and industry.