The missions of a Customer Success Manager
The CSM has one obsession: making sure the customer is as happy as possible. Simply put, he wants 5-star reviews after every user experience. And to achieve this, the customer success manager pampers his customer portfolio. He guides new members in discovering a product, and shows old members the new features. With us, every new member is contacted by a welcome call from a customer success manager," comments Mikael Fernandes, head of the department at Frichti. We make sure everything is clear, and collect as much feedback as possible."
Internally, the Customer Success Manager is also a sort of super advocate for customers. He speaks on their behalf and defends their points of view. His mission is to build customer loyalty by listening to their requests, identifying their needs and, of course, providing solutions. And if his offer doesn't provide a convincing answer, he passes on the information to the rest of the company to improve services.
Some examples of typical assignments:
Maintain and even improve customer satisfaction
Manage the implementation of a solution or product for a customer
Manage the arrival of new members and ensure their follow-up
Respond to user requests
Collect, understand feedback and pass it on to the rest of the company to improve the experience
Optimize user follow-up processes.
Main skills and qualities
Demonstrate empathy: A CSM knows how to put himself in the customer's shoes. He analyzes his difficulties and finds solutions to meet them. "When you understand someone's expectations, you know how to make them happy," comments Mikael Fernandes.
Organizational skills: He handles many different situations simultaneously. And in this context, neglecting a customer is the biggest mistake he can make. So, to avoid seeing the satisfaction rate plummet, he needs to know how to get organized.
Analytical skills: He identifies customer situations quickly and effectively. "This means listening carefully to everything they tell us," adds Mikael Fernandes.
Digital skills: To manage a portfolio, the account manager uses daily project tracking tools like Trello and a specialized CRM, often called Customer Success Platform, like Salesmachine.
Knows his products inside out: He knows all the pros and cons of the products his company markets. And he knows how his tools can help a customer achieve his goals.
What training and experience do you need to become a Customer Success Manager?
There is no specific training to become a CSM. Good experience in sales or marketing can make the difference with recruiters. But the most common way to get started is through a business school.
The main qualifications required to become a Customer Success Manager :
License level:
Bachelor Marketing et Commerce International
Business schools (ESSCA, IESEG, INSEEC, Novancia)
Master's level:
Engineering schools specializing in marketing
Master's degree in marketing or sales
Master's degree in communications
Job opportunities
The profession has infiltrated all company sizes and business sectors. But technology companies remain the biggest purveyors of jobs for the kings of customer satisfaction. Many CSMs work for software publishers, for example. The type of contract is varied. While the majority of CSMs are hired on permanent or fixed-term contracts, freelancers are regularly brought in for specific assignments.
What salary?
A junior profile begins its career with an average salary of €35,000 gross per annum.
With experience and the assumption of larger customer portfolios, remuneration can climb to €70,000 per annum.
How do you see your career evolving?
In a company, the customer success manager is at the crossroads of marketing, sales, support and technical. The diversity of their missions and the fact that they have to communicate with all branches can open up many bridges. Some opt for continuity, aiming for team leader positions within the same department. Other managers choose to develop their skills in different sectors. The most frequent conversions are in sales, with positions targeted at key accounts such as Key Account Manager.
