The Duties of a Customer Success Manager - Deepstash
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The Duties of a Customer Success Manager

The Duties of a Customer Success Manager

Customer Success Managers are responsible for developing a positive and trusting relationship with the client. This is a unique role that is a hybrid of customer service and sales.

When keeping up with your customer's value, it is important to communicate with them in a way that has sincerity. The results of your efforts to create value are measured in the customer's perception of that value.


259 reads


When there is Unachieved Desired Outcome of Product

Your customer signed up with particular objectives in mind but somewhere along the way they might have forgotten.

If they haven’t reached their desired result, then brainstorm a few ideas to help them achieve their goals with their existing investment.

This makes the conversation ha...


53 reads

When Introducing a Complementary Feature

If your customer purchased your product to achieve a particular goal “A” do but they’re currently only using 2 out of 10 of the main features needed to achieve the goal “A”, use your customer success software to compare actions between your customer and users with similar attributes.



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When an opportunity for an upsell arises

It's often difficult and risky to initiate an upsell conversation with a costumer out of the blue. It can be inconvenient and could cause in a loss of trust.

Instead of this, incorporate an upsell conversation into a current commercial engagement like a project renewal or an expansion. Th...


61 reads

When there is a New Feature of Product/Solution

Using the customer success software, when a new feature of the product arises, this is a great opportunity to reach out and ask to lend a helping hand.

By doing this, it helps show the feature's value in the initial calls, but don't make this call time consuming because most people don't ...


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