Why Customer Success Managers Are Important They're the glue between clients and companies

Written by SJ Lee

Why working with a customer success manager makes collaboration between clients and companies that much better

An ideal B2B relationship is one where it’s mutually beneficial, and yet so many are not. Or rather, so many are mutually beneficial for the first engagement, and then they slowly become one-sided… Why? Well, in most cases it’s because you (as the client or customer) have stopped seeing the value of the engagement.

Sure, the first project delivered were to your requirements, but chances are if you find yourself in a place where you don’t really want to engage with them again it’s because every other idea that they put forward to you doesn’t seem like they have your interests front of mind.

Much like how there is a rise of targeted, personalised marketing as opposed to the ‘Spray-and-pray’ mass-marketing, you now expect your partners to come to you with ideas or solutions that are astutely focused on your objectives not their sales targets.

Introducing the Customer Success Manager (CSM) – someone who is astutely focused on representing your voice and advocate to make sure you are successful.

You win – we win.

Customer Success Managers should embrace the fact that the most important thing in our engagements with our clients is that whatever we provide – be that a service, product or consultation, helps you to move the needle closer to your overall goals.

We do this by:

• Thinking holistically

We know that success is not just about delivering a product to your requirements (it’s a big part of it of course!). We will seek to understand what the definition of success is for you, how we can measure it, and what the future beyond delivery will look like.

• Being on your side

You have deadlines, stakeholders to keep happy and other pressures that you need to adhere to. Our job is to make sure that the rest of the team understand this and work together to come up with the best possible outcomes. Your needs first, not ours!

• Connecting you to the right people / resources

We want to empower and equip you with everything you need in order for you to win. We don’t know everything, but we sure do know who might!

• Being there for you when you need us

Is there anything that we can do to make sure that your life is a little easier? Don’t know who to ask? Ask us.

• We are there for you, even when you don’t ask for it.

If there’s an idea or problem that you should be aware of, then we’ll put it forward to you. Better still, we will work out how we can achieve and solve it with you.

Talk to us

At the end of the day, you want to partner with companies that you can really trust to have your best interests. By having a dedicated Customer Success Manager, you have someone who is always on your team.

So if you are looking for someone to be your champion and help you thrive. Our mission at Pixel Fusion is to empower our clients with digital capability that translates back into real business outcomes. Whatever the level of engagement, we’re dedicated to make sure that we are first of all delivering value in the right way.