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.

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.

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

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.