A Day in the Life of a CSM

A Customer Success Manager (CSM) is a singularly busy individual. Their job description requires them to be proactive, predictive, and productive, which means that they’re always on the go. The best way to understand this new profession is to see what they do during an average workday. But, there’s a catch…each day can be completely different! You have to be able proactively head off any potential churn in your accounts, while also optimizing other profiles, and handling any calls and meetings. It’s a busy position, but one that cannot be disregarded, because 80% of a subscription company’s revenue will originate from 20% of the existing customer base!