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)
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The communication with the decision makers on the customer side (C-Level).
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- Coordinate
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With sales and Project Managers.
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Deep knowledge of (negotiable) contracts and legal.
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With Service Manager and Project Manager on a high level, where needed.
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Customer happiness surveys, and other similar tasks.
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- Overview
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High level, of all projects running and planned (or in sales pipeline) for this specific customer.
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- Ensure
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Make sure recurring customer-care meetings together with Service Manager happen as scheduled.
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- Support
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Service Manager and Project Managers with high level meta topics (contracts, billing, different company names, etc.).
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Out of Scope
A Customer Success Manager isn’t:
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A project manager for the customer.
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Working on technical tasks for the customer.
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The one having technical knowledge of the platform or services of the customer.
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The one answering technical questions.