What is a Customer Success Manager (and Why You Need One)
If you’re scaling a company, there’s one role that quietly turns churn into loyalty, friction into growth, and customers into your biggest advocates: the Customer Success Manager. Hiring a Customer Success Manager (CSM) isn’t just about answering support tickets—it’s a strategic move that directly improves retention, increases expansion revenue, and reduces CAC. For high-growth companies, especially those in SaaS or services, a strong CSM is the difference between flatlining and flying.