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How To Tell If Your Customer Success Manager Is The One

Hiring the right customer success manager can significantly impact your business. The right customer success managers gracefully balance their own goals and customer relationships. It’s in their nature to be proactive and sensitive, but also to develop deep understanding for products and methods. Eventually, they become a customer’s most trusted advisor.

So, how do you make sure you pick the right one?

Let’s take the most common backgrounds for someone interested in customer success as a career: sales, support, and project management. Each background offers a unique benefit for customer success, and the ideal customer success manager combines the best of each role. Here are the top benefits to look for (and pitfalls to avoid) when finding the right customer success manager:

Background In Sales:

Sales

Benefits:

  • Strong relationship management
  • Comfortable with revenue targets

Pitfalls:

  • Managing customers as a pipeline
  • Might reach out to accounts too often

Background In Support:

Support

Benefits:

  • Excellent problem solvers
  • Strong teachers/advocates

Pitfalls:

  • Focusing on customer issues
  • Might be reactive, not proactive

Background In Project Management:

project management

Benefits:

  • Deep technical knowledge
  • Solid organizational skills

Pitfalls:

  • Lack strong relationship skills
  • Might not think long-term

 

Above all else, find the right candidate for the specific role at your company. With the right customer success manager, both executives and customers will be happy with your business outcomes. Once they’re hired, make sure they read Farm Don’t Hunt and check out our Resource library.

Kevin Garcia

Kevin is the Marketing Manager @Totango focused on digital, brand, and product marketing. He helps companies simplify their customer success operations and deliver real value to customers. Prior to Totango, Kevin was a PMM @GoodHire, the fastest growing employment screening solution in the US.

  • Amy

    All great points but what isn’t mentioned is a background in Client Service. This background typically combines a touch of sales with strong client relationship management and backbone of project management. In looking for customer success managers, we have found people coming from ad agencies, for example, make great candidates because of their mixed skill sets.

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