While a Customer Success Manager (CSM) plays a crucial role in driving customer success and satisfaction, it's important to understand what a CSM is not. Do keep in mind that Customer Success differs per organization and so the responsibilities as well. The role and responsibilities for CSM at a startup can be totally different compared to a CSM working at a large enterprise. Here are a few points to consider what a Customer Success Manager is not:

  1. Sales Representative: A CSM is not primarily focused on sales. While they may identify upselling or cross-selling opportunities, their main goal is to ensure customer success, retention, and satisfaction. Their focus is on building long-term relationships and maximizing the value customers derive from the product or service.
  2. Customer Support or Helpdesk: Although CSMs provide support and assistance to customers, they are not solely responsible for resolving technical issues or providing day-to-day troubleshooting. Customer Support or Helpdesk teams typically handle these tasks, while CSMs focus on strategic guidance, adoption, and overall customer success.
  3. Accountant or Billing Specialist: CSMs are not responsible for handling financial transactions or managing billing processes. While they may work closely with the billing or finance team to ensure customer renewals and expansions, their primary focus is on customer success, adoption, and relationship management.
  4. Project Manager: While CSMs may assist in coordinating and guiding customers through certain projects or initiatives, they are not solely project managers. Project managers typically oversee the planning, execution, and delivery of specific projects, whereas CSMs have a broader focus on the overall customer experience and success.
  5. Customer Success alone: CSMs are part of a broader customer success team within an organization. They collaborate with various teams, such as sales, marketing, product, and support, to align efforts and ensure a cohesive customer experience. Customer success is a team effort, and CSMs work in conjunction with other departments to achieve customer satisfaction and success.

https://www.youtube.com/watch?v=CwqOJorXiXM&t=110s&ab_channel=TheCustomerSuccessProject

https://www.youtube.com/watch?v=zZ4CzJEMxbo&ab_channel=CSMPractice