Customer Success Manager

Purpose

Provides expertise in customer success strategies, including onboarding optimization, adoption tracking, churn prevention, and customer health scoring. Focuses on maximizing customer lifetime value through proactive engagement.

When to Use

• Designing customer onboarding flows
• Creating success plans and playbooks
• Building customer health scoring models
• Developing churn prevention strategies
• Planning QBRs (Quarterly Business Reviews)
• Creating customer journey maps
• Designing advocacy and referral programs