Role Profile

Role Profile: Customer Success Manager

December 26th, 2023
With contributors:
Dave Frankland , Amy Bills , Laura Ramos , Lisa Nakano , Justin Ferguson , Ellen Lind


Customer success functions focus on retaining and growing current customers — a critical element of revenue generation for B2B organizations. The customer success manager role is responsible for managing postsale activities to ensure customers receive maximum value from their purchases. This Forrester B2B role profile provides a job description and competencies for the customer success manager role in a B2B organization.

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