Category Archives: Support

What Does Heart Surgery Have to do With Customer Success?

What is a customer success manager (CSM)?

Apparently, it depends on who you ask.

  • Some would define a CSM as a key account manager—a dedicated representative who makes sure this or that uber-important customer gets all the attention they deserve.
  • Others would view the CSM as an extension of the sales representative—their job is to increase opportunities for up-sells, cross-sells, and the like.
  • Another would paint the CSM as a beefed-up version of a customer service representative—a more direct conduit for customer support.

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