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As the role of a Customer Success Manager has become more and more essential to the ongoing growth and success of both customers and overall organizations, the ongoing responsibilities of CSMs have also evolved. In addition to managing the day-to-day health and support of customer accounts, CSMs are tasked with building a strategic vision for customers and reviewing future challenges, wins, and opportunities.
Customer account reviews can happen on a quarterly, bi-annual, or even annual basis. These strategic meetings are a chance for customer stakeholders (including executive sponsors, primary contacts, and other vital resources) to meet with resources from across a vendor team – sales and strategic account representatives, implementation teams, product teams, etc. – to make sure things are on track. There are three main areas to focus on during a customer account review:
Whether once a month or once a year, getting all of your internal and customer stakeholders in one room (or at least on one call) should be worth it for all involved. Here are some tips for hosting a successful customer account review:
