The Customer Success Professional's Handbook: How to Thrive in One of the World's Fastest Growing Careers--While Driving Growth For Your Company [Hardcover]

The definitive Customer Success Manager How-To-Guide for the CSM profession from Gainsight, who brought you the market-leading Customer Success

The Customer Success Manager has become a critical asset to organizations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. Thats because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize youre no longer selling just a product. Youre selling an outcome. Customer Success Managers (CSM) are committed to capturing and delivering those outcomes by listening to their customers, understanding their needs, and adapting products and services to drive success. Although several existing resources address the customer success imperative, there is no authoritative instruction manual for the CSM professionuntil now.

The Customer Success Professionals Handbook is the definitive reference book for CSMs and similar roles in the field. This practical, first-of-its-kind manual fills a significant gap in professional customer success literature, providing the knowledge every CSM needs to succeedfrom the practitioner level all the way to senior leadership. The authorsacknowledged experts in building, training, and managing Customer Success teamsoffer real-world guidance and practical advice for aspiring and experienced CSMs alike. The handbook is written by practioners for practioners. An indispensable resource for front-line Customer Success Managers, this much-needed book:

• Demonstrates how to build, implement, and manage a Customer Success team
• Helps new CSMs develop their skills and proficiency to be more employable and grow in their careers