An Introduction to Hiring for the Modern CSM

Scaling Your Customer Success Team

The Customer Success Manager (CSM) is a role that’s only been around for about 5 years, but the need for this position is increasing by the day.

While there is more information available to your customers than ever before, there is also more competition for tech solutions, making it increasingly difficult to retain customers. An unhappy customer can quickly run a Google search for alternative vendors and migrate to another solution before you even know there’s a problem.

That’s where the Customer Success Manager comes in. The CSM’s job is to ensure that your customers have everything they need to be successful and satisfied with your product.

Customer Success Managers are a unique breed with a unique skill set. They need to have the right combination of technical ability and customer-facing experience in order to manage demos and implementations along with customer feedback.



An Introduction to Hiring the Modern CSM

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