Author: Michelle Garrigo
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6 Questions Every Customer Success Manager Should Be Asking
6 Questions Every Customer Success Manager Should Be Asking In Customer Success, feedback is everywhere but insight is not. Clients will often share opinions, concerns, or requests, but if you stop at surface-level feedback, you risk missing what really matters the why behind their decisions, the outcomes they care about, and the value they expect…
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Why is it important for CSMs to go beyond surface-level feedback from clients?
Why is it important for CSMs to go beyond surface-level feedback from clients? Going beyond direct feedback allows CSMs to uncover the underlying reasons for client satisfaction or dissatisfaction. By digging deeper, CSMs can understand the client’s objectives, identify the root causes of problems, and gain a comprehensive view of their needs, leading to more…
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A Strategic Framework for Continuous Client Engagement: The Role of the CSM
A Strategic Framework for Continuous Client Engagement: The Role of the CSM Customer Success Managers (CSMs) play a critical role in driving long-term value for clients while supporting business growth and retention. To be truly effective, CSMs need more than just reactive support tactics. They need a strategic, structured approach to client engagement that spans…
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Glossary of Key Customer Success Terms
Glossary of Key Customer Success Terms Whether you’re new to Customer Success or refining your strategy, understanding key terminology is essential. Below is a quick-reference glossary of foundational concepts used across SaaS organizations: Customer Success Manager (CSM)A CSM is responsible for building strong customer relationships and ensuring clients achieve their desired outcomes using a company’s…
