A Customer Success Manager (sometimes referred to as a Customer Care Manager) is a key specialist who engages with our clients periodically to gather feedback and address any issues. Although the Customer Success Manager is not part of the development team, their role in the project is crucial.

Read on to discover the tasks performed by a Customer Success Manager and how they benefit both the company and our clients.

Customer Success Tasks

Client Communication

The Customer Success Manager reaches out to clients every few months to assess their satisfaction with the product and to address any questions or concerns they may have. This proactive approach helps to identify potential problems early and resolve them promptly. Key responsibilities at this stage include:

  • gauging customer satisfaction with the team’s performance,
  • collecting questions and feedback about the team's work,
  • identifying any misunderstandings and their causes.
Feedback Collection and Process Improvement

Information gathered from clients is relayed to the Head of Development. This ensures a systematic approach to enhancing both our internal processes and the client's product.

Following each client interaction, the Head of Development, Project Manager, and Customer Success Manager hold meetings to discuss the issues identified and how to address them. This process allows for a swift response to customer requests, ongoing product improvements, and better inter-departmental communication.

Helping the Sales Team

The Customer Success Manager also plays a crucial role in helping the sales team. Previously, clients would directly approach the sales manager with any questions or issues. Now, these concerns are managed by the Customer Success Manager, allowing sales managers to concentrate on acquiring new clients and boosting sales. This shift enhances the overall efficiency of the team as well.

To sum up

The introduction of the Customer Success manager role has helped us to establish a streamlined process for receiving feedback from our clients and also:

  • improve product quality,
  • increase customer satisfaction,
  • optimize internal processes.

If you’re experiencing challenges with project management or feedback collection on your software project – we offer a free check-up and give you advice on how to make things better

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  • Processes