The Customer Success Professional's Handbook

1Customer Success Management: The Birth of a New Profession

• The role of the Customer Success Manager (CSM) has seen a 736% increase since 2015¹ and is one of the most promising professions according to LinkedIn.²
• Companies that consider Customer Success (CS) as a strategic priority saw higher improvement in metrics, with roughly twice the number of companies reporting a double-digit improvement in renewal rates according to Deloitte.³
• Customer Success Manager has the highest Career Advancement score possible, according to proprietary LinkedIn data.⁴
• 60% of Customer Success professionals have received a base-salary increase in the last 12 months while in their current roles.⁵

THIS is why you have chosen the Customer Success profession. Even if it chose you, be emboldened because Customer Success Management is one of the hottest and most promising modern jobs of the twenty-first century. Companies, especially those that are subscription-based, are finding they cannot survive without it. Those who have embraced Customer Success as a practice are growing faster than their competition. To no surprise, the role of a Customer Success Manager is at the center of this digital transformation.

From an executive's perspective, having an effective Customer Success Management team maximizes a company's value because it generates revenue from existing accounts more efficiently than acquiring new logos.⁶ The growth is due largely to Customer Success Managers creating essential relationships ...