[Ecohoon] The Model Review_3

The Customer Success Manager position emerged in the early 2010s with the rise of SaaS solutions. It's a role dedicated to assisting clients who subscribe to a company's product with their service usage.

I once worked as a Customer Success Manager. I remember meticulously reviewing data on clients' storage installation statuses to assist them.

The book "The Model" emphasizes the importance of Customer Success Managers. Specifically, it describes the ideal candidate as someone who ‘learns from clients, rather than teaching them.’

Since customers using a service for the first time naturally have many questions, they often ask the vendor's Customer Success Manager for a lot of information. Customers also learn as they use the service. They grow through this process. Eventually, the customer may develop more knowledge than the Customer Success Manager. Therefore, the Customer Success Manager must also grow by learning from such customers.

Not just for Customer Success Managers, but for all roles, the attitude of learning from customers is essential. All business is sales, and to succeed in sales, you must listen to your customers' voices and maintain a good relationship with them.

People generally like to talk and share information. We can show off our abilities and knowledge through conversations. Through those moments when customers want to teach, we can learn, meet their needs, and make them happy. This leads to better relationships and securing additional, ongoing contracts.

We must abandon the arrogance of believing we are superior to customers and that this superiority will continue. As customers grow, we must also grow. Furthermore, our customers' success is essential for our business success and sustainability. Just like there are answers to questions in the CSAT (College Scholastic Ability Test), the answers in sales lie with the customers.