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What’s a Customer Success Manager?

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At Wynne, we realize that our customer’s success as a whole–not just through the use of our software–is paramount to our own success. We thought we’d share what our Customer Success Managers (or CSMs) do for our clients.

But first, what is a Customer Success Manager, really? Unfortunately, some software companies have whittled down the CSM’s role to simply become a high-level support rep. While to some degree they do act as a liaison between the client and the support team, a CSM’s goal isn’t to resolve tickets. In short, a CSM is an advocate for your company. To do so, they need to understand two critical points about you and your business:

  1. What are your goals and how do you define success?
  2. What are your expectations of Wynne?

Having a clear understanding of these two helps the CSM truly become an extension of your company within Wynne. And, CSMs at Wynne work with all departments—not just Customer Care!

Again, their goals aren’t defined by helping resolve support issues, but they are an available resource for assistance in cases where training or development don’t apply. For example, if there’s an initiative in your company to adopt a new business process, your CSM would be able to help you align your software with this new process. CSMs must have a very deep and broad knowledge of the software and your business to help you achieve your self-defined success. Especially in our case, where our rental equipment software is very tailored to each client, our CSMs must be fully invested in understanding your specific needs.

Do you have a good story to share about your Wynne CSM? Leave a comment below! Or, if you’d like to learn more about how Wynne’s Customer Success Managers can help your business meet its goals, reach out to us here.

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