Jobs of Customer Success

 What are duties of Customer Success managers and their business process?

Customer Success assigned to a customer is the kind of a product manager assigned to a customer.

Review the critical issues with the customer and help prioritize the issues.

Provide an update to the existing, known issues, including whether it is recognized or reproduced, and whether a fix is being provided, and perhaps an estimate on when it may become available.  Or in some cases, clarification from the customer may be required and the customer success manager should help support or engineering to get the additional information from the customer.  For enhancement requests, the customer success manager helps internal product manager to get the information required from the customer.

Different team may have different priorities.   It may be helpful to get one single "sponsor" from the customer.  However, the customer success manager understand and need to deal with the customer politics and need to help ensuring customer success and satisfaction.

Customer Success managers will also have an internal meeting with the support manager, product manager, and engineering director to serve as a representative from customers and help on getting the attentions to the issues or requests from the customer, get the update from development and product management, help them understand the issue or arrange the meeting or facilitate the communication with customers.

Visiting customers individually is necessary as this is a relationship building role.

When we talk about sales compensation, customer success plays a key role in upsell and cross sell and should be considered with sales commission. If a customer is not renewing the product license or service, the customer success should be held responsible.

Ensuring every releases of the products be communicated to customers with benefits viewed from customer's perspectives.

Sometime, schedule product preview/demo to help keep customer's excitement about the product.

The custom release note may be helpful and can be an important event to link product bug fix or features provided to the prior requests from customers, each team, respectively.

 When a new team would like to engage, provide the introduction of the product and a customer success manager should be able to view each of this as an opportunity.  Arranging product demo, getting consulting services from internal or partners for building solutions.  Having an new team onboarding process.  This may include installing a new server, providing general training, providing specific admin training or developer training, etc.  This may involve setting the protocol about how to raise issues and get helps.