"Martech is a team sport, and no one wins it alone. Success depends on coordination across internal teams and external partners. A customer success manager, or CSM, is one of the most important - and often underutilized - partners for marketing technology practitioners. They play a critical role in shaping the vendor-client relationship and long-term success. The value of customer success managers"
"Software-as-a-service (SaaS) vendors typically assign CSMs to customers for larger products and contracts. CSMs aim to help customers effectively use their product or platform so they succeed. They play a key role in ensuring customers renew, which is ideally a win-win. They help customers work through challenges, enable users, explain product updates, integrate the product or platform with other systems, find new use cases, help with the renewal process (and explain contract items), determine return on investment (ROI) and so on."
Martech requires coordinated work across internal teams and external partners. Customer success managers (CSMs) are key partners for marketing technology teams and are often underutilized. SaaS vendors typically assign CSMs to larger customers to ensure effective product or platform use and to promote renewals. CSMs help resolve challenges, enable users, explain product updates, integrate platforms with other systems, identify new use cases, and clarify renewal and contract items. CSMs inform practitioners about integration changes, improve renewal transparency, and proactively support customer performance and satisfaction.
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