Top 5 Activities of a Great SaaS Customer Success Manager
What's the easiest way for a startup founder to turn $1 into $5? In this video, I'm going to share with you the 5 things that a customer success manager (CSM) should be doing for your SaaS business.
DOWNLOAD: EBR Flow Planner™ – 9 Box Model to Run Your Executive Business Reviews,
Retain High-Value Clients & Increase Expansion Revenue –
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“What the $%&# is a CSM… and how is that going to make me money?!”
When I started out in business nearly 20 years ago, there was no such thing as a CSM.
Those 3 letters just didn’t go together.
Nowadays, most B2B SaaS businesses see a CSM as essential to scaling a business faster, reducing churn, getting greater customer LTV and protecting your brand.
A CSM is a Customer Success Manager.
It’s not a glorified support person (like I once thought) and yes, they absolutely make you more money.
Having a great CSM on your team will boost your revenue.
I believe that for every $1 you spend on a CSM, you should be getting $5x back in retention/expansion revenue.
Funnel hackers would lose their minds over a funnel that converts 1:5 consistently, long-term…
…and yet CSM’s get dismissed by young businesses as an unnecessary cost.
I’m going to put an end to that mistaken belief in this week’s video, and I’ll open your mind to what a CSM should be doing in your business and why they are a godsend.
After you watch this video, you’re going to understand how a great CSM can:
– Track your customer satisfaction with easy-to-follow metrics
– Help your customers fall in love with your products
– Reduce churn and improve customer retention
– Increase lifetime value with upgraded accounts and upsells
– Collect testimonials, case studies and referrals
– Explode your word-of-mouth marketing
– Feed product development and innovation
I mean… just look at that list!
This is one person you can hire in your business that can do all of the above… if you know how to work with them.
I’ve said it before and I’ll say it again: You can’t just hire someone and expect them to solve your problems without your guidance.
CSMs are a godsend, but you’ve got to work with them to build systems so that they can do what they do best.
Watch the video and I’ll set you straight on how to work with a CSM in your business.
While you’re there, drop me a comment to let me know:
As a customer, what was the best interaction you had with a company and why?
I’ll bet there was a CSM behind it.
Talk soon.
Dan “recruiting for your army” Martell
Don't forget to share this entrepreneurial advice with your friends, so they can learn too:
Learn how to scale, grow and exit with Dan Martell and some of the top SaaS Founders in the business on the Escape Velocity show:
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ABOUT DAN MARTELL
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“You can only keep what you give away.” That’s the mantra that’s shaped Dan Martell from a struggling 20-something business owner in the Canadian Maritimes (which is waaay out east) to a successful startup founder who’s raised more than $3 million in venture funding and exited not one… not two… but three tech businesses: Clarity.fm, Spheric and Flowtown.
You can only keep what you give away. That philosophy has led Dan to invest in 33+ early stage startups such as Udemy, Intercom, Unbounce and Foodspotting. It’s also helped him shape the future of Hootsuite as an advisor to the social media tour de force.
An activator, a tech geek, an adrenaline junkie and, yes, a romantic (ask his wife Renee), Dan has recently turned his attention to teaching startups a fundamental, little-discussed lesson that directly impacts their growth: how to scale. You’ll find not only incredible insights in every moment of every talk Dan gives – but also highly actionable takeaways that will propel your business forward. Because Dan gives freely of all that he knows. After all, you can only keep what you give away.
DOWNLOAD: EBR Flow Planner™ – 9 Box Model to Run Your Executive Business Reviews,
Retain High-Value Clients & Increase Expansion Revenue –
DOWNLOAD: EBR Flow Planner™ – 9 Box Model to Run Your Executive Business Reviews,
Retain High-Value Clients & Increase Expansion Revenue – https://bit.ly/2DwaXqo
it’s not working for me 🙁
Thank you Dan. I absolutely adore and value your insights!
My pleasure!
This a great video which really sums up the most important drivers for success for the customer and our organization. What are your insights on how we can build an expansion playbook and what touch points can be incorporated in it
Great Mentor. Appreciate☝️
Thx Tyler ?
Awesome content as always, Dan. Would love more insight into this CSM role. Thanks heaps!!
Will do… more to come
Your an inspiration
taking notes as always.
eඒර්ට්ර්
Awesome!
I’ve been in customer success for over 2 years and I have no intention on leaving. Amazing career path with so many opportunities! Great video!
@jared Orr can you go into the opportunities that customer success manager have? I’ve been an operations manager for 7 years and looking to switch careers and just handle the customer instead the operations and customer. What is the growth path?
This was really awesome!