The Customer Success Professional's Handbook

11Help Customers Achieve Their Business Goals

Helping your customers achieve their business goals is the pinnacle of your job as a Customer Success Manager. The desire alone won't get you there. You must be action-oriented and work collaboratively with your customers on setting up specific plans for their success. Your plans have to include mutually agreed on milestones and data indicators to measure success objectively. Next, through active monitoring, you will help them adopt the use of your product, and coach them through any change management challenges they encounter.

Of course, without a great product, adoption will be far more difficult. It will be imperative, therefore, to have a discerning awareness of your customers' sentiment and practical use of your product, where they might be struggling, what they love about it, and what they dislike. As a result, you should find yourself aligned with your own company's product team as you advocate for a better product for your current and future customers.

Finally, you will need to make sure customers are educated accordingly on proper and best-practice use. All too often, however, customer-facing content, education, and collateral materials are disparate and not well coordinated across your own company, making it challenging to get the best information into the hands of the customer that meets their specific situation: the right message to the right customer at the right time. We will cover all these topics herein.

Adoption ...