Top 5 Pain Points of Customer Success Managers

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Customer Success is increasingly becoming the crucial cog that keeps the SaaS machine running.
SaaS companies need a good customer success team to ensure efficient onboarding and steady renewals. Check out these tips to alleviate the pain points of customer success managers.

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Top 5 Pain Points of Customer Success Managers

  1. 1. Top 5 Pain Points of Customer Success Managers
  2. 2. The Customer Success Challenge ● Customer Success is increasingly becoming the crucial cog that keeps the SaaS machine running ● SaaS companies need a good customer success team to ensure efficient onboarding and steady renewals
  3. 3. Burdensome Onboarding ● With roadblocks clamouring for attention, it becomes easy to forget that the SaaS application can solve pressing issues for the customer ● Customer success managers don’t have an easy platform to demonstrate product features and the value they can bring
  4. 4. Overwhelming Support Requests ● As human interaction with software increases, unfortunately so does the need for support ● Users should have the means to get their questions answered immediately, without having to call customer support
  5. 5. The Churn Demon ● What causes churn? ○ promised value that was not realized ○ unsatisfactory interactions when getting assistance ● Recognize the high value of a long-term customer ● Provide proper onboarding value transmission- translate promises into reality ● Encourage adoption- the user needs to use the software to reap its benefits
  6. 6. Software Upgrades and Updates ● An inevitable aspect of software solutions is the need for consistent software updates ● Updates can be time-consuming, frustrating, and result in a loss of productivity ● Provide clients with upcoming updates and their improvements so that they will be ready and excited for the new update
  7. 7. Renewals, Cross-Sells and Up-sells ● Improve the ‘Total Lifetime Value’ of a customer (TLV) ● The problem for customer success managers is balancing company interests (sales) with that of the clients (value) ● A customer success manager should monitor client behavior to find opportunities for cross-sells, up- sells, and/or renewals
  8. 8. The Do’s ● provide customer success managers with the tools to demonstrate features ● employ instruments that allow clients to get self-help ● translate value promises into reality ● gives clients a heads up on software updates and upgrades ● monitor opportunities for cross and up-selling, and renewals
  9. 9. For more tips on improving customer success, visit the ‘Successfull’ blog by clicking the logo below, or going to successfull.walkme.com

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