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On Demand Webinar

The Key to Profitable Customer Experiences: The Right CSM

Your customer expects to realize the full potential of your business’ “promise,” and your Customer Success Managers (CSM) are on the front-line to making it happen. So, who comes first – the customer or the CSM?

The CSM profession is growing at exponential rates, with a 560% annual growth rate into one of the top ten current emerging jobs. It’s a mission-critical role but it’s also highly specialized. Without the right talent, training, and management, companies put their customers’ experiences at risk. In this 30-minute on-demand webinar, Tony Brucha, Vice President of Customer Success, ServiceSource, and Phil Nanus, Vice President of Research, Customer Success, TSIA, will reveal key insights on the critical components for a successful Customer Success strategy:

  • How the CSM role impacts your customer’s experience
  • What makes up the ideal CSM profile
  • How to use the CSM role to your – and your customer’s – full advantage


Presented By:

Phil Nanus

VP Research, Customer Success, TSIA

Tony Burcha

Vice President of Customer Success, ServiceSource

Publish Date: May 17, 2018