What a great Customer Success Manager (CSM) can do for you

August 25, 2020//Jacob Berger

Last Updated: August 26, 2020

We’ve all experienced it. You buy a software solution, go through a long and arduous implementation process, and as soon as it’s up, you’re cast aside until your renewal comes around. You call support and have to leave a voicemail. Then you email support and get a canned response 3 days later that doesn’t actually have anything to do with the question you asked. Now, the product you bought to make your life easier doesn’t work and you have nobody to turn to in your time of need. 

Enter your Customer Success Manager or CSM. A great CSM can unlock the true value of your product and help ensure it meets your needs and that you’re taking advantage of its full potential. 

In the world of technology, there isn’t a question of if something is going to break – it’s a matter of when it’s going to break, how bad it’s going to be, and how long it will take to fix it. When you add network security to the equation, it goes without saying that the stakes are significantly higher. Having a dedicated person or customer success team to contact, especially one who knows both you and your company, is crucial in order to successfully navigate the precarious situations that you’re guaranteed to find yourself in when managing a technology solution. 

What should you look for in a great CSM? 

A great CSM is not just someone who you can talk to about problems, but someone who can act as a sounding board for your use case ideas, who advocates for your company, and who’s empathetic and creative in solving problems. 

Here are just a few examples of important traits for your CSM to have:

  • Personalized account knowledge: There’s nothing worse than having to repeat your use case and explain your questions and practices over and over. Your CSM should be well-versed in your usage of their tool and be prepared to discuss different application options to meet your needs. 
  • Proactive problem solving: An exceptional CSM will know the platform better than you and can proactively provide recommendations to avoid any potential problems before they can arise. They’ll be able to update you when new features or enhancements are being released and can help you implement them into your existing workflows. 
  • Empathy: Any time you’re working with IT, things are going to go wrong. When that happens, you want to speak with someone who knows that what you’re going through is a stressful situation and is willing to work with you to reach a resolution. 

Another key benefit of having a dedicated point of contact is clarity on roles and responsibilities. Like many SAAS companies, at SecureLink we have multiple teams that you as the customer may interact with frequently, each having their own specialties. If you don’t have a designated “Swiss Army Knife” of a contact, you may waste valuable time and energy just looking for the right person to talk to about a problem.

Customer Success Managers are a lot like the quarterback of the football team when thinking about your relationship with a software provider. The quarterback is responsible for quickly diagnosing the best solution on every play, and then must decide whether to keep the ball and handle it themselves, or get it to someone else. They may sometimes be the best option, but most of the time they’ll be in charge of getting the ball to the right person quickly, so the specialists can do what they do best, much like a CSM. When you identify a problem, having a single person you can notify simplifies the process and, more importantly, reduces the number of twists along your path to a resolution. 

Why should you care about your Customer Success Manager?

All of this discussion may lead you to one major question – “why should I care?” Most buying decisions consider the pre-implementation aspects of a security solution. The most obvious factors are the cost of the product, weighed against the value that the product provides, and (in the case of vendor management) the potential cost of not having an appropriate solution. 

What you may overlook, though, is that if all goes according to plan, you’ll spend a lot more time with all-systems-go and in a long-term support phase than you will as a buyer or implementing the platform. If you’re planning to invest a lot of time into a system, shouldn’t the capabilities of that company to support you be a major factor in your decision? 

How SecureLink guarantees success

Every SecureLink customer gets a dedicated contact who’s familiar with their specific needs. Whether you’re a small bank in London, a medium-sized law firm in New York, or a major healthcare system with hospitals across the United States, you’ve always got a direct line of communication with your CSM. 

Our Customer Success team is here to help you, not only to use the SecureLink platform and improve your security infrastructure, but to be happy and content knowing that your network is safe from bad actors and that if anything goes wrong, you’ve got someone who can get you back on the right track for success. 

After all, it’s right there in the name – Customer Success Manager. 

To learn more about SecureLink’s services, including customer success, reporting, and support, check out our helpful resource page that breaks down what you get — all of which is included with your subscription.  

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