![]() ![]() A CSM is critical because the majority of revenue from a SaaS client comes from renewals and upsells. The CSM at a SaaS/Cloud company is the person who owns the account once sales has closed it. Customer Success Manager (CSM)) have become a widely-used title for cloud/SaaS companies. What is the difference between customer support and customer success? “The main difference between service today and service 10 years ago is that customers expect premium service to be built-in from the first sales or marketing interaction and carry through to the moment they ask for help, post-purchase, and back again.” (source: What is customer service? Definition, importance & tips, Zendesk) What is customer success? The “customer service” role has evolved over the years too: ![]()
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