How to work with your Customer Success Manager

How to work with your Customer Success Manager?

The CSM acts as your day-to-day technical ally, aligned closely with the Salesforce technology and product teams. The CSM is there to help you adopt the latest Salesforce innovations, optimize Salesforce platform efficiency, and reduce disruption from critical incidents. Here’s how they do that: When working with your CSM, you’ll have a partner at every step of your Salesforce experience. They will work with your team and bring in additional experts as needed to make sure you get what you need to turn your Salesforce vision into value.
 

Who has a Customer Success Manager?

A CSM is an exclusive benefit of the Signature Success Plan. Signature is for customers using Salesforce in complex multi-org or multi-cloud environments who need our highest level of proactive partnership, product expertise and technical oversight so they can run their business at peak performance on our platform.
 

How does Customer Success Manager help your team?

• Personalized Trends and Insights: The CSM is the technical partner ensuring application-wide adoption. Each of our customers has their own unique journey, so a technical expert like a CSM — with deep product expertise — can be crucial as you adapt to market or changing technologies. The CSM has access to the Salesforce-only roadmap and knowledge, over 20 years of best practices, and trends related to your industry.

• Optimize your Salesforce platform: CSMs are dedicated Salesforce experts who can help you get the most out of your Salesforce implementation. They can help you identify unused functionality and even help you build a plan to address issues like integrations, technical debt, or data hygiene.
  • The CSM will set up internal dashboards to provide and review key areas of your solution with you, including metrics around your performance, errors, and limits.
  • The CSM can conduct root cause analyses and provide personalized recommendations to improve your solution health.

• Use new Salesforce innovations with less risk: Customer Success Managers help you take advantage of the steady pace of Salesforce innovation. The CSM can help you build your three-times-a-year release readiness plan (five times a year for Marketing Cloud). This lets you maximize value and ensure everything runs smoothly.

• Key Event Management: Your CSM can work with you to plan and prepare for success on your most important days. This might include high volume business times (like holidays or upcoming/expected spikes in service center volume), deployment planning and monitoring and the activities required for getting ready for upcoming Salesforce releases (feature enablement, technical changes etc)