Work Environment
Customer success managers work in typical office settings. Depending on their employer, they may travel occasionally or frequently to meet with clients.
A customer success manager at a large company may have anywhere from 20 to 150 customers, whom they must constantly stay in touch with and assist in order to retain their business. This can be stressful because of the heavy workload, expectations from customers that the CSR should be available at any time (regardless of how many other customers that they have), and expectations from their boss, who expects them to have an extremely high (i.e., 98 percent) customer renewal/retention rate for subscriptions to their company’s products.
Despite the occasional challenges, many customer success managers enjoy their work. A survey of CSMs in 2024 by the customer success companies ChurnZero and SuccessCOACHING found that 91 percent "enjoy consulting with customers to solve their challenges."
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