What to expect from a CSM?

Customer Success Managers (CSMs) are often perceived as post-sales specialists in the IT industry, tasked with doing whatever it takes to ensure client satisfaction, drive business growth, and deliver tangible "proofs" of success.

Over time, however, the distinct role of Customer Success Management has been further refined and clarified in the literature. The article "Comparing and Contrasting Customer Success Management and Relationship Marketing" summarizes these findings, highlighting not only the specific tasks of CSMs but also introducing an "Ideal Type" as a conceptual framework.

This framework can assist leaders in defining the tasks and responsibilities of CSMs more effectively. It also provides valuable insights for other functions, such as helping recruiters shape job descriptions and streamline the recruitment process.

Roberto P. Madruga, Bryson Hilton, Bryan Hochstein, Leonardo Luiz Lima Navarro, Édison Renato Silva & Assed N. Haddad (2024) Comparing and contrasting customer success management and relationship marketing, Cogent Business & Management, 11:1, 2362811, DOI: 10.1080/23311975.2024.2362811