Customer Success Has an Identity Crisis

The role of the CSM continues to evolve but what has remained is the ambiguity in what it means to be a customer success manager for many CS organizations.

A misconception that a CSM should take on the role of a superhero that should do whatever is necessary to make the customer successful is wrong.

This Superhero mentality has perpetuated the identity crisis of the CSM. It's causing burnout and team morale issues.

Allyson White from Insight Venture Partners made it clear that VCs are looking for CS teams to focus on the following key metrics: outcomes, leading indicators (such as adoption data), and efficiency.

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