Customer success funnel for product quality

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Want to know what a customer success manager is?  I'm Bryan Rios from Wahl+Case and in this video,   you will learn everything you need to know about  being a customer success manager in SaaS and IT.   What it is, what they do, and the skills you need  to land a job as a CSM. As a bonus, I'm going to   answer some frequently asked questions that we  get about customer success. so what is a customer   success manager? Being a customer success manager,  as the name suggests, means making sure that your   customers are finding success using your product  or service. This could be guiding them through the   onboarding process or implementation, showing  them features that they aren't fully using,   or aren't using at all, and coaching them  on how they can improve their business   even more by using your product. You'll constantly  be meeting your clients, going over their results,   and showing them how to be even more successful  using your solution. Vendor lock-in: This is   one of the key parts of being a customer success  manager. You want to make sure your clients are   so successful using your product that you create  vendor lock-in, which is a scary way of saying   that they feel they would be losing too much if  they ever tried to stop using your solution. So   What are a CSM's targets and KPI? Your goal as  a customer success manager will be to maintain   and grow the customer's satisfaction. This can  be measured in your nps (net promoter score),   through customer satisfaction surveys, or churn  rate. Churn is the term for customers leaving your   product or service instead of renewing, so your  churn rate is just the rate that your customers   are leaving. Sales Targets. Most csms don't have  direct sales targets, but they do have upsell   or cross-sell KPI; which means you will sell  additional features, services, or upgrades to your   clients. You also have renewal targets, so keeping  your customer's successful means keeping them   relying on your product which in turn means that  they will renew their contract or subscription.   So what skills do you need to be a CSM? customer  success manager has two sides a technical side,   which requires hard skills, and a client-facing  side, which needs soft skills. Hard Skills. Your   technical skills needed will vary depending  on the type of product you are working with.   Most companies will offer training on  their specific solution after you join,   but having a base to build on is always a really  good idea. Soft Skills. Because the CSM is a very   client-facing role, you will need to not only  be able to read data but also communicate your   findings with your clients to help them understand  what is working and what is not working. The best   CSMs even anticipate the problems that might come  up and solve them before they become an issue.   Some of the key soft skills you're going to need  are active listening, communication, coaching, and   presentation skills. Does this sound exciting to  you? Message us using the link in the description   to learn what customer success positions are open  right now. Career progression. Being a customer   success manager gives you skills on both the  technical side and the client-facing side,   so there are a few directions you can go.  The first, and most straightforward, is to   become a leader of a customer success team. This  would be titles like customer success director,   head of customer success, or the more recent  executive position of chief customer officer.   Another option would be to move towards the  technical side of things and become a solutions   architect or solutions engineer or something  similar that takes customer needs and productizes   them. Productize means creating custom solutions  based on your client requests. You could also move   towards a more sales heavy role that is growth  focused using your soft skills to build a business   and your understanding of the technical side  to better illustrate the benefits of a product.   Alternative titles. Customer success can have  different titles depending on the company these   include technical account manager, client services  manager, client success manager, client solutions   manager, or solutions consultant, just to name  a few. Frequently asked questions. What is the   difference between customer success and customer  service? I like to think of the difference as   being proactive versus being reactive. As a  customer success manager, you will need to be   engaging with your customers on a daily basis  to make sure they're reaping the full benefits   of your solution and solving problems before they  even happen. Customer service, on the other hand,   is more about responding to the issues that your  customers are already experiencing and taking care   of any complaints that they may have. What is the  difference between a csm and an account manager?   Here the main difference is the technical aspects  of the role. As a customer success manager,   you'll be more involved in the implementation  of the product and there's an expectation that   you have the ability to dive deeper into the  solutions that the product offers, whereas an   account manager will also handle the reporting but  it will generally be through available dashboards.   Another difference is that the account manager  can be a sales role with sales targets based on   sales results, but customer success will usually  not have a commission structure or a bonus. Check out our Account Manager video to lead even more about being an account manager in SaaS and IT