History
The career of customer success manager did not really exist in any mainstream way until perhaps a decade ago. Until then, customer service managers, user and technical support professionals, and sales representatives provided assistance to clients before and after the sale of a product or service. But the increasing popularity of software as a service and cloud computing platforms created demand for specialized professionals who could work closely with customers after the sale to help them get the most out of the product and grow their businesses. In 2019, more than 40 percent of high-tech companies surveyed by ZS, a professional services firm, reported having customer success managers. Forrester Research reported that more than 72 percent of companies it had polled in 2023 cited that customer success was their top objective.
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