Three Activities Effective CSMs do to Grow their Accounts

Don’t wait for growth to come knocking on your door, cause it probably wont.

One caveat before we get started: This article is geared towards Customer Success professionals working in SaaS B2B or B2G, and strategically on a set of larger accounts (usually dubbed ‘enterprise’ customers). Customer Success Managers (CSMs) who oversee large quantity of smaller clients in terms of average annual account value (ACV) will inevitably have to leverage more automation and in-app messaging where possible, templates and snippets galore, as well as ol’ fashion, outbound campaigns to grow their accounts at scale. …