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Why are Customer Success Managers So Paid ??!!

By Mary Awodele
March 28, 2022

Hey Tech Friends!!

Okay so I know you only hear form me like once every 5 years BUT you get better content and information when things are not forced.

In today's blog, we will be discussing customer success and why is that customer success managers make so much money for something that is customer service focused.

We are so used to customer service focused roles paying so low but baby in Tech, things always look a little bit different at the right companies.

So, what exactly is customer success and how is it different from customer support?

"Customer success is focused on working proactively in partnership with customers over throughout their time as a customer to help them get more value out of their purchase and share their feedback with you. It drives the customer experience forward and ensures a successful path into the future".

"Customer support focuses on working reactively on the front lines — fielding customer questions, issues, and requests over phone, email, live chat, and social media. Support is the function that solves problems when customers raise them; it's reactive fulfillment to specific customer requests".

What are customer success managers?

A customer success manager works with customers to ensure they're receiving the tools and support needed to achieve their goals. This includes advising them on buying decisions and onboarding new users after purchase.

To simplify things, you are essentially nurturing your company's clientele from beginning to end.

I did some research on the day of day of a CSM so you can visualize what your potential career could look like :)

What is the day in the life of a Customer Success Manager/Analyst?

  • 9:00-9:15: Review tasks for the day and plan a schedule.
  • 9:15-9:30: Daily sales huddle with the team.
  • 9:30-10:00: Respond to emails and prior support tickets.
  • 10:00-11:30: New customer onboarding calls and preparation work.
  • 11:30-12:30: Follow up with new customers.
  • 12:30-1:00: Check in with manager and co-workers.
  • 1:00-2:00: Lunch
  • 1:00-4:00: Handle customer support communications across multiple channels.
  • 4:00-4:15: Take an afternoon break.
  • 4:15-5:00: Inter-departmental meetings and check-ups.

So, skipping over to what's really important... what is the average salary of Customer Success Manager? ....

The average salary of a customer success manager/analysts is $100k -$120k

How can YOU become a customer success manager?

You can become a success manager by acquiring both functional and technical skills.

Functional Skills Needed:

  • Communication
  • Customer Service
  • Relationship building
  • Discernment
  • Empathy
  • Strategic Thinking

Technical Skills Needed:

  • CRM-focused Software's (Salesforce, Gainsight, Zoho, and more
  • Project Management Software's (Jira, Asana, Monday, Airtable, Trello)

I hope that this blog has helped to give you more insight on CSM roles as well as how you can also pivot into this high earning non-technical role.

Sincerely Mary,