Best Practice Report

Setting Up New Customer Success Managers For Peak Performance

November 6th, 2020
Amy Bills, VP, Principal Analyst
Amy Bills VP, Principal Analyst
With contributor:
Lisa Nakano

Summary

B2B customer success managers (CSMs) are responsible for proactively driving all postsale customer activities to ensure customers receive maximum value from their purchases. CSMs may arrive in their role via various career paths other than customer success, including sales, customer service, or marketing. In this report, we provide guidance on how managers who are piloting or growing a customer success function — whether as part of the sales organization or as a separate function — can enable CSMs whose career starting point was not within customer success.

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