Customer Success Manager

The Customer Success Manager is the VSHNeer who knows the customer, its business, and high-level requirements. They keep in touch with the customer, even outside ongoing projects.

Duties

Own (be responsible for)
  • The communication with the decision makers on the customer side (C-Level).

Coordinate
Overview
  • High level, of all projects running and planned (or in sales pipeline) for this specific customer.

Ensure
  • Make sure recurring customer-care meetings together with Service Manager happen as scheduled.

Support

Out of Scope

A Customer Success Manager isn’t:

  • A project manager for the customer.

  • Working on technical tasks for the customer.

  • The one having technical knowledge of the platform or services of the customer.

  • The one answering technical questions.