Dear SaaStr: What Does the Day-to-Day Look Like For a Customer Success Manager?
The day-to-day of a Customer Success Manager (CSM) will vary depending on the company’s stage, customer base, and ACV. The bigger the startup, the more it’s about process vs. just getting problems solved. For better or worse.
But there are some core activities that most CSMs will focus on:
1. Onboarding New Customers, and New Users Within Existing Customers
There’s probably nothing more important than properly onboarding new customers, and then, scaling new users at those accounts.
For many CSMs, especially in earlier-stage companies, onboarding is a big part of the role. They’ll guide new customers through setup, training, and initial product adoption to ensure they see value quickly. This is critical because a bad onboarding experience can tank retention before it even starts. You’ll specialize this as you scale.
2. Proactive Account Management:
CSMs spend a lot of time checking in with customers to ensure they’re getting value from the product. This includes regular touchpoints like Quarterly Business Reviews (QBRs) for higher ACV accounts or more automated check-ins for smaller ones. The goal is to prevent churn by staying ahead of potential issues.
Just make sure QBRs and check-ins truly add value. Too often these days, they are just upsells and nothing more:
3. Advocating for Customers Internally:
A big part of the job is being the voice of the customer within the company. CSMs log feedback, escalate feature requests, and work closely with product and engineering teams to address gaps in the product. At Talkdesk, for example, CSMs actively logged customer feedback into Slack channels to keep product teams aligned with customer needs.
4. Renewals and Upsells:
Depending on the company structure, CSMs may own renewals and expansion opportunities. This means identifying when a customer is ready to upgrade or expand usage and working with sales to close those deals. In some cases, renewals are handled by a separate team, but CSMs still play a key role in ensuring customers are happy and ready to renew.
5. Monitoring Customer Health:
CSMs often use tools like Gainsight or ChurnZero to track customer health scores. They’ll look at usage data, engagement metrics, and support tickets to identify at-risk accounts or opportunities for deeper engagement. This data-driven approach helps them prioritize their time effectively.
6. Problem-Solving and Support:
While CSMs aren’t typically the first line of support, they often step in to help resolve escalated issues or guide customers through complex problems. They’re the “CSM of the gaps,” filling in where the product or support team might fall short.
7. Building Relationships:
Especially in enterprise accounts, CSMs act as strategic partners. They’ll work with multiple stakeholders, conduct executive business reviews, and ensure the product aligns with the customer’s broader goals. This is where governance frameworks and ROI tracking come into play.
Ultimately, a CSM’s day is a mix of proactive and reactive work. They’re constantly balancing customer advocacy, internal alignment, and driving value for both the customer and the company. It’s a high-touch role, especially in the early stages, but as companies scale, automation and self-service tools can help reduce the manual workload.
