As Customer Success Managers we are responsible for the success of our customers throughout their lifecycle. Post-sales we nurture these relationships and manage the accounts by paying attention to customer health metrics in Vitally.
We ensure that customers achieve their desired outcomes and derive maximum value from Sourcegraph. CSMs play a pivotal role in driving customer satisfaction, retention, and long-term success.
Expectations
Customer Account Ownership
- Own the success of your customers. This requires account planning and driving customer engagements as outlined in Account Success Plan (internal) and Joint Success Plan (external).
- Raise risk proactively via escalation channels and update the account teams of changes in customer health.
- Be the voice of the customer internally by advocating for your customers’ use-cases and asks.
- Build strong relationships with customer stakeholders based on trust by executing on commitments. Flag departures or changes in customer health.
- Drive customer engagements across their lifecycle. Develop the partnership by setting a cadence of Customer Business Reviews, Value Conversations, Executive Sponsorship, Product Workshops, and other activities.
- Represent Sourcegraph at the customer as the owner of the relationship. Have a point of view and serve as a thought leader in the space.
- Be professional & prepared. Send agendas internally and to customers ahead of meeting, follow up with action items, and ensure presentations are of high brand quality.
Our account management philosophy
Account Management Expectations
Portfolio ownership
Tools: Vitally
customer playbooks
champion building & relationship management