You’ve probably heard the phrase “customer success” thrown around a lot, especially in the tech and startup world. But what does it actually mean? If you’re thinking it’s just a fancy way of saying “customer support,” think again. Customer Success Managers (CSMs) are the people behind the scenes, making sure customers don’t just stick around but actually love using the product.
In a startup, CSMs aren’t just there to answer questions—they’re responsible for keeping things running smoothly between the product and the customer. It’s a crucial role, especially when growth can be as unpredictable as British weather.
What Do Customer Success Managers Actually Do?
So, what does a day in the life of a CSM look like? Well, imagine you’ve just started using a new piece of software. It’s powerful, but it’s also a bit overwhelming at first. That’s where your CSM steps in. They help onboard you, walk you through the features, and make sure you’re getting the most out of the product.
But it doesn’t stop there. They’re also your go-to when you hit a snag or want to give feedback. In many ways, CSMs act like the middle ground between you (the customer) and the product team. They take your needs and experiences, package them up nicely, and bring them back to the developers to make the product even better.
Customer Success vs Account Management: Where’s the Line?
It’s easy to get these two roles mixed up, and to be fair, the lines can blur depending on the company. So, what’s the difference?
According to Customer Success Collective, while both roles focus on customer relationships, their objectives and scope differ significantly. Here’s how:
- Customer Success Managers (CSMs) focus on the entire customer base, ensuring long-term value and loyalty by proactively addressing needs. Their main goal is to prevent customer churn and drive ongoing engagement with the product.
- Account Managers (AMs), meanwhile, tend to focus on high-value clients, often in a more reactive way. Their role is more commercially driven, prioritising renewals, upsells, and expanding the revenue from key accounts.
Where the overlap happens is in how both roles deal with relationships. In startups, a CSM might handle elements of account management—like renewals or upsells—because the team is smaller. In bigger organisations, the roles tend to be more distinct.
In short:
- CSMs are all about maximising customer success and happiness across the board, and they often have to handle large customer bases.
- AMs focus more on a smaller pool of high-value clients, aiming to deepen the business relationship and secure financial growth.
You can think of CSMs as taking a more proactive approach, whereas AMs tend to operate in a reactive capacity—responding to requests and ensuring high-value clients stay happy.
The Skills You’ll Need to Be a Top-Notch CSM
If you’re thinking about jumping into a customer success role, there are a few things you’ll need in your toolkit:
- Empathy and Communication: This is key. You need to understand where your customers are coming from and explain solutions in a way that makes sense to them.
- Problem-Solving: Startups are fast-paced and things change quickly. You’ll need to think on your feet and find solutions to new challenges.
- Tech Savvy: Especially in AI startups, having a solid understanding of the product’s technical side can really set you apart.
- Ownership: You’ve got to take responsibility, especially if you’re the first hire. The customer success function? It’s all you.
The Perks: What’s the Pay Like?
Money isn’t everything, but it’s always nice to know what you’re getting into. Customer success roles can vary quite a bit depending on the country and the stage of the company, but here’s a ballpark figure:
- UK: £32,298 – $100,000 annually
- US: $40,000 – $120,000 annually
- Europe (Germany, France): €30,000 – €75,000 annually
At an early-stage startup, you might also get equity, which means you have a piece of the pie if the company hits it big.
What’s It Like Being the First Customer Success Hire?
Joining a startup as their first CSM is no small task. It’s a bit like walking into a kitchen with a basket of ingredients but no recipe—you’re there to figure out how to make it all work.
Here’s the exciting part: you’ll be building the entire customer success function from scratch. You’ll set up processes, create strategies, and have a real say in how the company engages with its customers. It’s not just about keeping people happy—it’s about helping the business grow, too.
Of course, with great power comes great responsibility. You’ll need to be comfortable with ambiguity, able to prioritise on the fly, and happy to wear many hats. But if you thrive in a fast-paced environment where every day is different, this could be just the challenge you’re looking for.
So, What’s Next?
If you’re in customer success—or thinking about getting into it—there’s never been a better time to make your mark. Startups, especially in tech, need people like you to help them scale and keep their customers happy.
Ready to take the next step? At Propeller-Tech, we help connect talented people with some of the most exciting startups out there. If you’re looking for your next challenge in customer success, we’d love to hear from you.
