什么是客户成功经理，他们为企业做什么？

在许多情况下，有必要雇用一个工作是了解您的工作的人customer baseand focus on solving long-term needs. For most businesses, this person is called the customer success manager, or CSM.

在这篇文章中，我们将讨论客户成功经理是什么，成为有效的客户成功经理需要什么技能，以及该职位如何随着时间的推移而受益。

将CSM视为客户的导师。他们解释了销售过程，并确保购买后一切都顺利运行。如果客户有疑问，他们可以直接ping他们的CSM并与他们合作解决任何紧迫的问题。

While the main job of a CSM is to build relationships, this involves performing a variety of tasks for your customer success team. In the next section, we'll list a few of these functions, as well as provide the skills needed to execute them properly.

What Does a Customer Success Manager Do?

CSM的主要职责在下面的职位描述中涵盖。

From pre-sales to post-purchase, CSMs complete a variety of tasks and create a mutually-beneficial relationship with your customers. Take a look at a few of those responsibilities in the section below.

6客户成功经理的责任

1.倡导公司。bob全站app

Since a CSM works one-on-one with customers, they have an opportunity to significantly influence your customer base. They act as personal cheerleaders for your business explaining to customers why you can meet their specific needs. This positive reputation will not only keep your customers satisfied, but it will also encourage them to refer their friends.

2.机载新客户。

Onboarding is one of the biggest priorities for CSMs. That's because it's extremely important to educate customers on how to use your product. Onboarding should focus on features they need to learn, based on the projects they aim to complete. This way, they can get up to speed as fast as possible and be one step closer to achieving their goals.

3. Follow up on renewals.

CSM的工作是创建忠实的，重复的客户而不是一次性用户。这就是为什么更新是该职位的关键的原因。CSM应跟踪客户产品到期日期 - 无论是每月，每季度还是每年一次），并跟进客户续签合同。没有跟进，您就有可能会流失的风险，这会影响您的customer retentionrates.

4.鼓励销售和交叉销售。

Another way to increase a客户的终身价值通过upselling and cross-selling。CSM致力于实现客户目标，这创造了引入高级产品和服务的机会。当客户是升级的理想选择时，CSM可以与他们见面，以解释为什么额外购买会有所帮助。由于您的CSM将与客户有融洽的关系，因此他们更有可能信任您的团队的建议。

5.在客户与支持团队之间建立关系。

客户会遇到一些问题，而不是CSM的责任。技术问题，次要产品问题和基本业务问题应针对您customer support team。CSMS应建立客户与支持之间的关系，从而使用户更容易解决小型或短期问题。

6.成为客户的声音。

作为直接与客户合作的人，CSM应该对提倡他们的需求负责。他们需要深入了解客户对您的产品的喜好，可以通过调查，评论，推荐等发现。CSMS应与其他部门组织，分析和共享此信息，以确保公司的决定始终考虑bob全站appvoice of the customer。

Now that we know what a customer success manager does, let's review the skills needed to be an effective CSM.

The following section has been segmented into two categories: skills that are essential to the customer success manager position and skills that are nice to have but won't necessarily make or break your career in customer success.

Necessary Customer Success Manager Skills

Below are the skills that you will definitely need to be a successful CSM.

1. Customer-First Mindset

像任何客户服务工作一样，客户应该始终处于您关注的最前沿。他们的成功等于您的成功，您可以在他们的需求和目标上投资越多，您就会越成功。

2. Communication

Customer success is all about proactive communication. The sooner you let the customer know about their opportunities to improve, the more likely you are to earn their trust and ensure their success.

其中一部分也能够有效地沟通。如果您无法清楚地定义客户为什么要做某事或购买特定产品，他们将对您的意图表示怀疑，并可能会通过这一机会。

3. Relationship Management

Relationship management refers to how you interact with customers over time. Most customer success managers have ongoing relationships with their customers, unlike frontline reps who typically work on one issue with one customer at a time, then move on to the next. As a CSM, even if you solve one problem for a customer, you need to be prepared for the next roadblock that comes their way.

4. Industry Knowledge

如果您对他们的业务或工作流程一无所知，很难赢得客户的信任。您对客户的一部分了解越多，您就越能与他们的需求和目标联系起来。这也将帮助您提出创意解决方案，这些解决方案及其业务是独有的。

5. Problem Solving

As a customer success manager, you’re viewed as an excellent problem solver. Customers look to you to solve their issues and clear roadblocks that challenge their success. In this role, you’ll need to think on your feet and provide solutions that satisfy both short- and long-term needs.

6.管理期望

解决问题者的一部分是管理期望。虽然您当然想满足客户的所有需求，但将会有一些不可能的情况。当确实发生这种情况时，您需要管理客户的期望，这样他们就不会对所提供的解决方案感到失望。

7.移情

Empathy is a core component of any customer service role. The more you can relate to what your customers are going through, the easier it will be to identify effective solutions. Even if you don’t have any experience in their industry or role, you need to be capable of understanding the emotions that customers are feeling when they reach out to you.

8. Active Listening

积极倾听听的实践是你的客户吗s have to say then repeating it back to them in their own words to show you understand what they meant. Active listening builds rapport with customers because it shows that you genuinely care about their success and understand the frustration or confusion they’re going through.

9.教学/指导

Oftentimes, the customer success manager is viewed as the product expert. Since you represent the company, you should know its products inside and out and be able to teach others how to use them as well. The best teachers can effectively communicate advice in a way that’s easy to understand, interesting to hear about, and relevant to the listener.

10.技术技能

与上述点相似，这不足以了解您公司的产品；bob全站app您需要对客户在日常工作中使用的所有产品都有感觉。这将使您了解他们的工作流程，以及如何帮助他们利用公司的产品发挥最大潜力。bob全站app

11. Reading and Writing

这似乎很明显，但请听我说。大多数CSM都无法与客户面对面合作 - 除非您计算Zoom。在大多数情况下，您是与客户来回发送电子邮件，偶尔希望打电话来谈论高优先级项目。通过通过电子邮件完成的大部分沟通，您的阅读和写作技巧必须熟练才能成功。

12. Strategic Planning

The best CSMs not only teach customers how to use their products, but also how to use the company’s products to achieve a short- or long-term goal.

Take HubSpot, for example. Our customer success managers don’t just teach you how to use HubSpot, they ask about your marketing campaigns and your sales strategies, and they think critically about how HubSpot’s products fit into those processes.

Not every product is used in the same way, and often how a customer uses a product depends on their unique needs. As a CSM, your job is to identify the larger goals that customers are working towards and provide ideas for how they can use your products to achieve them.

13.时间管理

In a perfect world, you would only have to work with one customer at a time. But, most customer success teams deal with multiple customers simultaneously, and CSMs are typically responsible for managing several accounts all at once. This means you need to manage your time effectively and be capable of multitasking. After all, you don’t want a customer to feel like you’re spending all of your time with another client, and that their success doesn’t mean as much to you.

尽管这些是您绝对需要成功获得客户成功角色的技能，但让我们看一些不必要的高级技能，但绝对不错。

高级客户成功经理技能

14. Data Integration

我们懂了。如果您像我一样，您会因为您不是数学变化而获得客户成功。处理数字和创建电子表格的想法通常不是您的茶杯，但这可能是您要说服客户的技能，即潜在的解决方案将使他们的业务受益。很难与数据争论，您可以使用它来支持您的推理，客户就越有可能信任您。

15. Persuasiveness

You would think that customers are eager to talk to their CSMs. In reality, some are skeptical and believe their customer success manager is really just a sales or marketing rep in disguise.

在这个角色中，您可能会与经常反对您建议的客户合作。在这种情况下，有助于拥有一些可以将客户摇摆到您身边的说服力。一旦您向他们展示了您的解决方案是正确的方法，他们就会开始更信任您。

16. Project Management

由于您同时与多个客户合作，因此您需要一次管理多个项目。请记住，您的客户可能不认识彼此，因此他们不在乎您错过了截止日期时与另一个客户合作。他们的项目对他们来说是最重要的，并且在截止日期的最新状态表明您对他们的目标进行了投资。

17. Creative Thinking

Not every problem is going to have an obvious answer. Sometimes you’ll need to get creative to find a solution that works for your customer. Part of this is knowing your customer’s resources and what they want to accomplish. Once you have an idea of what you can use to solve the problem, it becomes easier to identify creative solutions.

18.交叉销售和销售

作为CSM，您当然不是销售代表。您的工作不是完成交易或推广产品，而是指导客户取得成功。

但是，有时候，如果没有特定的产品或服务，客户将无法成功。如果他们必须为该解决方案付费，那么CSM是可以说服他们这次购买值得的最好的人之一。毕竟，您知道客户的内外需求，因此您可以解释该产品或服务是如何成功的链接。

If you're considering a career as a customer success manager, or thinking of hiring one for your business, take a look below to see what the average salary is for this position.

客户成功经理工资

根据三个来源，这是美国客户成功经理的平均工资：Glassdoor，Payscale，甚至是。

• 根据Glassdoor, the national average salary for a customer success manager in the United States is$81,414。该工资的低端约55,000美元到高端约126,000美元。
• 根据Payscale,the average salary for a customer success manager in the U.S. is$69,699。这笔薪水的范围从低端约48,000美元到高端的110,000美元。
• 根据Indeed，美国客户成功经理的平均工资是$61,660。This salary ranges from about $55,000 on the low end to about $85,000 on the high end.

有些角色与客户成功经理非常相似。这些角色具有相同的职责和描述，但标题只是一个不同的标题。

Let’s review some of those roles as well as their salaries below.

客户成功专家薪水

根据Glassdoor, the average salary for a customer success specialist in the United States is$ 51,573。This salary can range from about $33,000 on the low end to about $81,000 on the high end.

Customer Onboarding Manager Salary

根据Glassdoor，在美国，客户入职经理的平均工资是$49,105。这项薪水的低端约为30,000美元到高端约81,000美元。

高级客户成功经理薪水

根据Glassdoor, the average salary for a senior customer success manager in the United States is$95,689。This salary can range from about $63,000 on the low end to about $145,000 on the high end.

客户在董事会薪水

根据Glassdoor, the average salary for a client onboarder in the United States is$90,551。This salary can range from about $63,000 on the low end to about $145,000 on the high end.

Customer Success Operations Specialist Salary

根据Glassdoor, the average salary for a customer success operations specialist in the United States is$ 77,632。This salary can range from about $49,000 on the low end to about $122,000 on the high end.

客户体验经理工资

根据Glassdoor，美国客户体验经理的平均工资是$53,355。这工资的范围可以从约30000美元low end to about $96,000 on the high end.

Becoming a Customer Success Manager

At the end of the day, the best customer success managers simply care about their customers. They know what their customers are working on, what goals they have, and what they hope to achieve with the company's products.

CSM凭借这些信息，通过为客户如何在客户知道自己在那里之前如何使用其产品并解决问题的新想法，从而促进短期和长期成功。