A Customer Success Manager (CSM) owns the customer relationship post-sale, responsible for onboarding, adoption, retention, expansion, and renewals. CSMs drive new customers to value, monitor customer health, identify expansion opportunities, and renew or expand accounts at the appropriate cadence. Productivity is measured in net revenue retention (NRR), logo retention rate, and expansion ACV. CSMs are the retention-and-expansion side of the revenue org; AEs are the new-business side.
The CSM role specifics:
Owns: customer relationships post-sale, onboarding, adoption, retention, expansion, renewals.
Doesn't own: new business deals (AE domain), top-of-funnel pipeline (SDR/BDR domain).
Reports to: VP Customer S...