Top 5 Qualities of a Good Customer Success Manager You NEED To Know

Tech sales is a customer-first kind of field – which is why the role of Customer Success Manager (or CSM) is more important than ever. CSMs are the people who work directly with customers on the front lines to give personal support whenever questions or problems pop up.

Ultimately, a CSM’s job is to make sure customers are happy with the product and the experience of buying from a company. It’s all about building lasting relationships that result in more sales down the line.

That’s what a CSM does… but what qualities make the great stand out from the good? What skills and knowledge should you focus on first if you’re interested in pursuing this path in your career?

We’ve rounded up the top 5 qualities of a good CSM just for you.

What Makes a Good Customer Success Manager Great at Their Job?

They're proactive communicators.

A successful CSM isn’t afraid to make the first move. They don’t wait for their customers to come to them with problems; they reach out proactively to customers and ask how things are going.

A good CSM will aim to improve the customer experience by sharing information and taking before being asked to do so. This way, they can head off any potential problems before they arise and keep happy customers happy.

Good Customer Success Managers have a deep understanding of the product.

A good CSM is an expert on the product or service they're selling. They know every feature inside and out, and they're able to articulate its value proposition clearly and succinctly.

They're also up-to-date on all the latest news and developments related to the product so they can effectively address any questions or concerns that their customers may have as quickly as possible.

They're relationship builders.

The best CSMs are natural relationship builders who genuinely care about their customer’s success. They take the time to get to know their customers on a deeper level and they build strong relationships rooted in trust and mutual respect.

Most importantly, customers know that their best interests are always at heart and feel that the CSM is an advocate who’s always fighting for them. This type of relationship-building is essential for retaining clients long-term.

Good Customer Success Managers are problem-solvers.

When issues inevitably arise (because they will!), CSMs spring into action to find solutions. They know how to define the root of a problem, plan a path forward to fix it, and see the solution through to the end.

They're creative thinkers who love to approach challenges in outside-the-box ways. Above all, they're results-oriented, striving to find the best outcome for both their company and their customer’s needs.

They have a high EQ (emotional intelligence quotient).

Not every customer call is a happy call. Great CSMs need to know how to effectively manage their own emotions as well as the emotions of others.

High-EQ employees understand the nuances of human emotions and how to effectively navigate difficult conversations with patience, empathy and sincerity. This quality is especially essential for diffusing tense situations and de-escalating difficult customers.

Do You Have the Qualities of A Good Customer Success Manager?

Proactive communication, product expertise, relationship building, problem-solving, high EQ… does this sound like you? If so, you might have a bright future ahead of you as a CSM!

While these 5 skills are crucial to your Career Success in a CSM role, there’s so much more to the story. So Uvaro developed a dedicated CSM Course to build the latest and greatest techniques, skills, and resources that set good CSMs apart from the rest!

Check out our Career Success Catalog to learn more about how you can get started on your career journey as a CSM!