In the past couple of years, a new role has been proliferating rapidly across the SaaS/Cloud sector's organizational charts. Although fairly commonly known as Customer Success Managers, there is wide variety in the actual functions of these positions. The differences seem to be associated with what might be called a maturation process for CSM teams. They begin as a new name for senior customer support engineers, and, hopefully, start to grow towards being the trusted advisors of the company.
Cloud Profitability and The Burden of Customer Successhttp://mblaisdell.com/cloud-profitability-and-the-burden-of-customer-success/
Customer Success Management: Position or Profession?http://mblaisdell.com/customer-success-management-position-or-profession/
Mikael Blaisdell is the leading voice in the SaaS/Cloud sector on the strategy, process, people and technology of customer retention and increased per-customer profitability. Drawing upon the experience of more than 30 years in the support/service field, he provides a range of consulting services for SaaS/Cloud firms of all types and sizes, especially in the area of the emerging profession and practice of Customer Success Management. Publisher of The HotLine Magazine, Mikael's vision and commentary about how companies can optimize customer relationships is read in over 135 countries around the world.