{"id":13679,"date":"2024-09-24T08:51:41","date_gmt":"2024-09-24T08:51:41","guid":{"rendered":"https:\/\/userpilot.com\/blog\/customer-success-roles\/"},"modified":"2026-02-25T17:24:00","modified_gmt":"2026-02-25T17:24:00","slug":"customer-success-roles","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/customer-success-roles\/","title":{"rendered":"10 Key Customer Success Roles and Responsibilities"},"content":{"rendered":"<p>Since <a href=\"https:\/\/userpilot.com\/blog\/saas-customer-success-guide\/\">customer success roles<\/a> are relatively new, companies don&#8217;t always have a clear idea of what responsibilities are appropriate for a customer success manager (CSM).<\/p>\n<p>As a result, customer success managers end up with more tasks than they can handle\u2014making it harder to focus on helping\u00a0<a href=\"https:\/\/userpilot.com\/product\/engagement-layer\" rel=\"noopener noreferrer\">users engage with the product<\/a>\u00a0and achieve success.<\/p>\n<p>So whether you&#8217;re hiring for a customer success (CS) position or applying for a role in this department, this guide will give you clarity on what CS managers do and how to make the most out of your time.<\/p>\n<p><!-- Main container for the interactive quiz on customer success roles --><\/p>\n<div id=\"up-cs-quiz-container\">\n<h2><strong>Customer success roles summary<\/strong><\/h2>\n<ul>\n<li><a href=\"https:\/\/userpilot.com\/blog\/saas-customer-success-guide-2022\" rel=\"noopener noreferrer\">Customer success<\/a>\u00a0ensures customers get their desired outcome when using your product. And it mainly involves increasing retention, preventing churn, building\u00a0<a href=\"https:\/\/userpilot.com\/blog\/customer-loyalty\/\" rel=\"noopener noreferrer\">loyalty<\/a>, and generating account expansion revenue.<\/li>\n<li>Customer success teams are responsible for ensuring your customers achieve their desired outcomes while using your product which involves:<\/li>\n<\/ul>\n<ol>\n<li>Managing churn\u00a0and\u00a0<a href=\"https:\/\/userpilot.com\/blog\/how-to-increase-retention-rate\/\" rel=\"noopener noreferrer\">increasing customer retention<\/a>.<\/li>\n<li>Creating a\u00a0<a href=\"https:\/\/userpilot.com\/blog\/minimum-viable-onboarding\/\" rel=\"noopener noreferrer\">minimum-viable onboarding<\/a> process with <a href=\"https:\/\/userpilot.com\/blog\/user-onboarding-tools\/\" target=\"_blank\" rel=\"noopener\">user onboarding tours<\/a> and <a href=\"https:\/\/userpilot.com\/blog\/in-app-guidance-saas\" rel=\"noopener noreferrer\">in-app guidance<\/a>.<\/li>\n<li>Educating customers with in-app help and\u00a0<a href=\"https:\/\/userpilot.com\/blog\/12-best-practices-for-managing-the-end-to-end-customer-experience\" rel=\"noopener noreferrer\">improving customer experience<\/a>.<\/li>\n<li>Driving account expansion with contextual offers and growing\u00a0<a href=\"https:\/\/userpilot.com\/blog\/saas-metrics-101-ltv-lifetime-value\/\" rel=\"noopener noreferrer\">lifetime value<\/a>.<\/li>\n<li>Collecting customer feedback and closing\u00a0<a href=\"https:\/\/userpilot.com\/blog\/customer-feedback-loop\/\" rel=\"noopener noreferrer\">feedback loops<\/a>.<\/li>\n<li>Building relationships by providing consistent value and fostering\u00a0<a href=\"https:\/\/userpilot.com\/blog\/customer-loyalty\/\" rel=\"noopener noreferrer\">customer loyalty<\/a>.<\/li>\n<li>Mapping customer success journeys\u00a0to spot and\u00a0<a href=\"https:\/\/userpilot.com\/blog\/customer-friction\/\" rel=\"noopener noreferrer\">remove friction<\/a>.<\/li>\n<li>Building and implementing the right\u00a0<a href=\"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/\" rel=\"noopener noreferrer\">customer success playbook<\/a>.<\/li>\n<li>Liaising with the sales team to understand customer needs.<\/li>\n<li>Liaising with the marketing team for better\u00a0<a href=\"https:\/\/userpilot.com\/blog\/user-insights\/\" rel=\"noopener noreferrer\">user insights<\/a>.<\/li>\n<\/ol>\n<p><!-- Customer Success Roles Interactive Lead Gen Piece --><\/p>\n<div id=\"userpilot-cs-roles-container\">\n<p><!-- Progress Bar (Starts at 35% to drive engagement) --><\/p>\n<div id=\"cs-roles-progress-wrapper\">\n<div id=\"cs-roles-progress-fill\" style=\"width: 35%;\"><\/div>\n<\/div>\n<p><!-- Question 1 --><\/p>\n<div class=\"cs-roles-slide active-slide\">\n<h3>Which of these Customer Success Roles describes your current focus?<\/h3>\n<p>Customer success roles vary by responsibility, from relationship building to deep data analysis. Where do you spend most of your time?<\/p>\n<p><button class=\"cs-roles-btn\">Customer Success Manager (CSM): Relationship &#038; Retention<\/button><br \/>\n<button class=\"cs-roles-btn\">Onboarding Manager: Activation &#038; Initial Time-to-Value<\/button><br \/>\n<button class=\"cs-roles-btn\">CS Operations Manager: Strategy, Metrics &#038; Tooling<\/button>\n<\/div>\n<p><!-- Question 2 --><\/p>\n<div class=\"cs-roles-slide\">\n<h3>What is your team&#8217;s biggest hurdle in achieving customer success?<\/h3>\n<p>Identifying the primary friction point helps define which customer success roles and tools are needed to scale effectively.<\/p>\n<p><button class=\"cs-roles-btn\">Managing churn and increasing overall customer retention<\/button><br \/>\n<button class=\"cs-roles-btn\">Collecting and closing the loop on customer feedback<\/button><br \/>\n<button class=\"cs-roles-btn\">Driving account expansion and growing lifetime value (LTV)<\/button>\n<\/div>\n<p><!-- Question 3 --><\/p>\n<div class=\"cs-roles-slide\">\n<h3>How do you currently empower your customer success roles?<\/h3>\n<p>Productive teams use tools to automate education and guidance so CSMs can focus on building high-value relationships.<\/p>\n<p><button class=\"cs-roles-btn\">We manually train users with 1-on-1 strategy sessions<\/button><br \/>\n<button class=\"cs-roles-btn\">We use in-app guides and tutorials for <a href=\"https:\/\/userpilot.com\/blog\/product-education\/\">product education<\/a><\/button><br \/>\n<button class=\"cs-roles-btn\">We track health scores but struggle to act on insights in real-time<\/button>\n<\/div>\n<p><!-- Final Slide\/Result --><\/p>\n<div class=\"cs-roles-slide\">\n<h3>Empower Your Customer Success Roles with Userpilot.<\/h3>\n<p>Whether you&#8217;re a CSM building loyalty or a CS Ops Manager optimizing playbooks, Userpilot gives you the tools to automate onboarding, analyze user behavior, and collect feedback at scale. Stop letting your team get bogged down by manual tasks. Empower every role to drive growth and prevent churn automatically.<\/p>\n<p><a href=\"https:\/\/userpilot.com\/userpilot-demo\/\" target=\"_self\" id=\"cs-roles-final-cta\">Request a CS Strategy Demo<\/a>\n<\/div>\n<\/div>\n<p><!-- End of Quiz --><\/p>\n<p><!--\nIMPORTANT: Upload the customer_success_roles_logic.js file to your WordPress\nMedia Library and replace the PATH below with your actual file link.\n--><\/p>\n<p><script defer src=\"https:\/\/userpilot.com\/blog\/wp-content\/uploads\/2024\/09\/customer-success-roles-2.js\" defer><\/script><\/p>\n<h2><strong>What is customer success?<\/strong><\/h2>\n<p><a href=\"https:\/\/userpilot.com\/blog\/saas-customer-success-guide-2022\" rel=\"noopener noreferrer\">Customer success<\/a>\u00a0is the practice of ensuring customers get their desired outcome when using your SaaS.<\/p>\n<p>Customer success goals include increasing customer retention, preventing churn, building loyalty, and expanding satisfaction with the product.<\/p>\n<h2>Common customer success roles<\/h2>\n<p>Customer success plays a crucial role in ensuring customer satisfaction and driving long-term business growth.<\/p>\n<p>Here are some common customer success career opportunities:<\/p>\n<div style=\"overflow-x: auto;\">\n<table style=\"width: 100%; border-collapse: collapse; margin: 20px 0; font-family: sans-serif; font-size: 14px; line-height: 1.6; color: #333; min-width: 600px;\">\n<thead>\n<tr style=\"background-color: #2c3e50; color: #ffffff; text-align: left;\">\n<th style=\"padding: 15px; border: 1px solid #ddd; width: 25%;\">Role<\/th>\n<th style=\"padding: 15px; border: 1px solid #ddd;\">Responsibilities<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td style=\"padding: 15px; border: 1px solid #ddd; vertical-align: top;\"><strong>Customer Success Manager (CSM)<\/strong><\/td>\n<td style=\"padding: 15px; border: 1px solid #ddd; vertical-align: top;\">\n<ul style=\"margin: 0; padding-left: 20px;\">\n<li>Responsible for building and maintaining relationships with a portfolio of customers.<\/li>\n<li>Acts as a trusted advisor, providing guidance and support throughout the customer lifecycle.<\/li>\n<li>Ensures customer satisfaction and retention by proactively addressing their needs and concerns.<\/li>\n<li>Works closely with sales, marketing, and product teams to deliver a seamless customer experience.<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr style=\"background-color: #f9f9f9;\">\n<td style=\"padding: 15px; border: 1px solid #ddd; vertical-align: top;\"><strong>Customer Success Representative (CSR)<\/strong><\/td>\n<td style=\"padding: 15px; border: 1px solid #ddd; vertical-align: top;\">\n<ul style=\"margin: 0; padding-left: 20px;\">\n<li>Provides direct support to customers, addressing their inquiries and resolving issues.<\/li>\n<li>Assists customers with onboarding, training, and adoption of products or services.<\/li>\n<li>Collects customer feedback and monitors customer health to identify potential risks.<\/li>\n<li>Works closely with the customer success team to ensure customer satisfaction.<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 15px; border: 1px solid #ddd; vertical-align: top;\"><strong>Customer Success Analyst<\/strong><\/td>\n<td style=\"padding: 15px; border: 1px solid #ddd; vertical-align: top;\">\n<ul style=\"margin: 0; padding-left: 20px;\">\n<li>Analyzes customer data to identify trends, opportunities, and areas for improvement.<\/li>\n<li>Develops customer segmentation models and creates personalized customer journeys.<\/li>\n<li>Measures customer satisfaction and retention metrics.<\/li>\n<li>Provides insights to the CSM team to enhance customer experiences.<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr style=\"background-color: #f9f9f9;\">\n<td style=\"padding: 15px; border: 1px solid #ddd; vertical-align: top;\"><strong>CS Operations Manager<\/strong><\/td>\n<td style=\"padding: 15px; border: 1px solid #ddd; vertical-align: top;\">\n<ul style=\"margin: 0; padding-left: 20px;\">\n<li>Oversees the overall customer success function, including team management, process optimization, and tool selection.<\/li>\n<li>Develops and implements customer success strategies and best practices.<\/li>\n<li>Manages customer success metrics and reporting.<\/li>\n<li>Collaborates with other departments to ensure a seamless customer experience.<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 15px; border: 1px solid #ddd; vertical-align: top;\"><strong>Customer Success Specialist<\/strong><\/td>\n<td style=\"padding: 15px; border: 1px solid #ddd; vertical-align: top;\">\n<ul style=\"margin: 0; padding-left: 20px;\">\n<li>Focuses on a specific customer segment or product area.<\/li>\n<li>Provides specialized support and expertise to customers within their area of responsibility.<\/li>\n<li>May be responsible for upselling or cross-selling additional products or services.<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr style=\"background-color: #f9f9f9;\">\n<td style=\"padding: 15px; border: 1px solid #ddd; vertical-align: top;\"><strong>Customer Success Coordinator<\/strong><\/td>\n<td style=\"padding: 15px; border: 1px solid #ddd; vertical-align: top;\">\n<ul style=\"margin: 0; padding-left: 20px;\">\n<li>Provides administrative support to the customer success team.<\/li>\n<li>Manages customer data and information.<\/li>\n<li>Assists senior customer success manager with onboarding new customers and resolving customer issues.<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 15px; border: 1px solid #ddd; vertical-align: top;\"><strong>Customer Onboarding Manager<\/strong><\/td>\n<td style=\"padding: 15px; border: 1px solid #ddd; vertical-align: top;\">\n<ul style=\"margin: 0; padding-left: 20px;\">\n<li>Creates effective onboarding plans tailored to different customer segments.<\/li>\n<li>Coordinates teams responsible for various aspects of the onboarding process.<\/li>\n<li>Tracks key metrics and analyzes onboarding effectiveness.<\/li>\n<li>Continuously refines onboarding processes based on customer feedback and data.<\/li>\n<li>Works closely with sales, marketing, and product teams to ensure a seamless experience.<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<p>&nbsp;<\/p>\n<p>These are just some of the common customer success roles. The specific responsibilities and titles may vary depending on the size and industry of the company.<\/p>\n<h2><strong>10 Key responsibilities of a customer success team in SaaS companies<\/strong><\/h2>\n<p>Customer success teams are responsible for ensuring your customers achieve their desired outcomes while using your product.<\/p>\n<p>Now let&#8217;s go over each of the responsibilities in more detail!<\/p>\n<p>\ud83d\udca1Editor&#8217;s note:\u00a0<a href=\"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/\" rel=\"noopener noreferrer\">You might also want to read our article on the customer success playbook here.<\/a><\/p>\n<h3><strong>1. Churn management and customer retention<\/strong><\/h3>\n<p>A customer who churns is a customer who didn&#8217;t achieve success.<\/p>\n<p>Hence, a CSM&#8217;s top priority is to\u00a0<a href=\"https:\/\/userpilot.com\/blog\/churn-prevention-saas\/\" rel=\"noopener noreferrer\">prevent churn<\/a>\u00a0as much as possible.<\/p>\n<p>The best way to prevent churn is with\u00a0<a href=\"https:\/\/userpilot.com\/blog\/proactive-engagement\/\" rel=\"noopener noreferrer\">proactive engagement<\/a>, anticipating the customer&#8217;s needs and solving problems before they happen, ultimately increasing customer retention.<\/p>\n<p>For this, you need to use data to understand what drives users to engage,\u00a0<a href=\"https:\/\/userpilot.com\/blog\/churn-analytics\/\" rel=\"noopener noreferrer\">track churn rates<\/a>, and then act on it.<\/p>\n<p>For example, you can use a user engagement tool to track feature engagement with autocapture and reach out to users who are not using core features.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2024\/04\/Overview.png\" \/><\/p>\n<h3><strong>2. Customer success teams are responsible for the minimum viable onboarding process<\/strong><\/h3>\n<p>User onboarding plays an essential role in customer success. It sets the stage for a positive relationship, drives adoption and usage, reduces churn, improves customer satisfaction, and provides valuable insights for product improvement.<\/p>\n<p>And it&#8217;s the customer success manager&#8217;s responsibility to help the team achieve that goal. You can cooperate with a\u00a0<a href=\"https:\/\/userpilot.com\/\/blog\/customer-onboarding-specialist\" rel=\"noopener noreferrer\">customer onboarding specialist<\/a>\u00a0to improve their efforts.<\/p>\n<p>The onboarding process doesn&#8217;t have to be long. It must guide users on the shortest path to success\u2014and you do this with\u00a0<a href=\"https:\/\/userpilot.com\/blog\/minimum-viable-onboarding\/\" rel=\"noopener noreferrer\">minimum-viable onboarding<\/a>.<\/p>\n<p>The goal is simple: Exceeding customer expectations and getting users to the activation point as soon as possible.<\/p>\n<p>For example, you can show\u00a0<a href=\"https:\/\/userpilot.com\/blog\/in-app-help-improve-customer-onboarding\" rel=\"noopener noreferrer\">in-app help<\/a>\u00a0like a short \u201cgetting started\u201d checklist once new customers sign up:<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/09\/attention-insights-flow_e33916d47bb3b0157026f6cbfe98c25d.gif\" alt=\"an onboarding checklist using Userpilot\" \/><\/p>\n<h3><strong>3. Educate customers and improve customer experience<\/strong><\/h3>\n<p>Educating users about your product is a never-ending activity for the entire customer success team.<\/p>\n<p>When it comes to\u00a0<a href=\"https:\/\/userpilot.com\/blog\/product-education\" rel=\"noopener noreferrer\">product education<\/a>, you can guide users with in-app guides,\u00a0<a href=\"https:\/\/userpilot.com\/blog\/video-tutorials\/\" rel=\"noopener noreferrer\">video tutorials<\/a>, and a knowledge base. Or also with 1-on-1 strategy sessions, where you can personalize your customer&#8217;s path to success.<\/p>\n<p>Ultimately, the best channels will depend on your\u00a0customer engagement model.<\/p>\n<p>Product education also ensures users adopt new features when you launch them by showing widgets such as tooltips, hotspots, and modals inside your app.<\/p>\n<p>For example, you can announce a training webinar inside your product by including a banner that doesn&#8217;t disrupt the\u00a0<a href=\"https:\/\/userpilot.com\/blog\/12-best-practices-for-managing-the-end-to-end-customer-experience\" rel=\"noopener noreferrer\">customer experience<\/a>:<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/09\/webinar-customer-retention-marketing-tactics_1be2cfe2f95f85d8de864614a56a74b4_800.png\" alt=\"in-app announcement banners using Userpilot\" \/><\/p>\n<h3><strong>4. Driving account expansion and increasing lifetime value<\/strong><\/h3>\n<p>As customers progress through their journey, it&#8217;s your job as a CSM to understand when and how an account expansion would be beneficial.<\/p>\n<p>This means you&#8217;re responsible for\u00a0generating revenue with account expansions<\/p>\n<p>It might sound like a big responsibility on your shoulders, but the good news is that you only need to offer an\u00a0<a href=\"https:\/\/userpilot.com\/blog\/account-expansion-saas\/\" rel=\"noopener noreferrer\">account expansion<\/a>\u00a0when the user truly needs it (no need to push for it).<\/p>\n<p>Like in this\u00a0<a href=\"https:\/\/userpilot.com\/blog\/upselling-examples-saas\/\" rel=\"noopener noreferrer\">upselling example<\/a>, as users reach the feature usage limit, a contextual upgrade prompt will be triggered.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2024\/04\/Untitled-24.png\" \/><\/p>\n<h3><strong>5. Collecting customer feedback and closing the feedback loop<\/strong><\/h3>\n<p>As a CSM, you need to collect both\u00a0<a href=\"https:\/\/userpilot.com\/blog\/active-vs-passive-customer-feedback\/\" rel=\"noopener noreferrer\">active and passive feedback<\/a>\u00a0so you can:<\/p>\n<ul>\n<li>Identify what generates the most friction.<\/li>\n<li>Check how satisfied your customers are with your product.<\/li>\n<li>Understand what&#8217;s making users churn.<\/li>\n<li>Improve your product continuously through the\u00a0<a href=\"https:\/\/userpilot.com\/blog\/customer-feedback-loop\/\" rel=\"noopener noreferrer\">feedback loop<\/a>\u00a0and increase customer satisfaction.<\/li>\n<\/ul>\n<p>There are many channels to\u00a0<a href=\"https:\/\/userpilot.com\/blog\/qualitative-feedback\/\" rel=\"noopener noreferrer\">collect feedback<\/a>, such as NPS surveys,\u00a0<a href=\"https:\/\/userpilot.com\/blog\/csat-survey-template\/\" rel=\"noopener noreferrer\">customer satisfaction surveys<\/a>,\u00a0<a href=\"https:\/\/userpilot.com\/blog\/build-in-app-surveys-saas\" rel=\"noopener noreferrer\">in-app feature surveys<\/a>, reviews, and more\u2014think of this contextual onboarding survey as a good example:<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/09\/csat-survey-two-questions-user-feedback-survey-disengaged-users_29b4415bf7c65a978b29adcb9d2718cb_800.png\" alt=\"In-app survey sequences \" \/><\/p>\n<h3>6. Relationship building and driving customer loyalty<\/h3>\n<p><a href=\"https:\/\/userpilot.com\/blog\/customer-loyalty\/\" rel=\"noopener noreferrer\">Customer loyalty<\/a>\u00a0is only achieved when users succeed.<\/p>\n<p>This is why building trust with customers and fostering loyalty is vital for a CSM. Although other teams also help with loyalty by\u00a0<a href=\"https:\/\/userpilot.com\/blog\/how-to-build-customer-loyalty\/\" rel=\"noopener noreferrer\">implementing loyalty programs<\/a>\u00a0and rewards (nothing wrong with this), most customer success teams focus more on the product experience.<\/p>\n<p>Why? Because personalization can go a long way when building relationships.<\/p>\n<p>You can\u00a0<a href=\"https:\/\/userpilot.com\/blog\/customer-segmentation-guide\/\" rel=\"noopener noreferrer\">segment your users<\/a>\u00a0based on in-app activity and events and then offer hyper-personalized guidance and relevant content that\u00a0<a href=\"https:\/\/userpilot.com\/blog\/customer-stickiness\/\" rel=\"noopener noreferrer\">helps users stick with your product<\/a>\u00a0and convert into loyal customers.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/09\/retarget-audience_47b7c2584832ee5353f740e6911b678d_800.png\" alt=\"Targeting flows on Userpilot\" \/><\/p>\n<h3><strong>7. Mapping customer success journeys and removing friction<\/strong><\/h3>\n<p>Since your job as a CSM is to drive customers through the shortest path to success, you need a clear roadmap to know how to achieve goals repeatedly.<\/p>\n<p>That&#8217;s why you must build a\u00a0<a href=\"https:\/\/userpilot.com\/blog\/customer-success-journey-map\/\" rel=\"noopener noreferrer\">customer success journey map<\/a>.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/09\/adoption-journey-map-software-monetization_806301557cbfd81cb338b3fb808b7f69_800.jpg\" alt=\"User adoption journey map\" \/><\/p>\n<p>The goal of your journey map isn&#8217;t only to help users get from one milestone to the next. It also allows you to identify and remove friction whenever the user faces an obstacle.<\/p>\n<p>For example, you can\u00a0<a href=\"https:\/\/userpilot.com\/blog\/event-data\/\" rel=\"noopener noreferrer\">set up event tracking<\/a>\u00a0across touch points of your journey map and later use the recorded events in a\u00a0<a href=\"https:\/\/userpilot.com\/blog\/how-to-perform-funnel-analysis-in-userpilot\/\" rel=\"noopener noreferrer\">funnel analysis<\/a>\u00a0to visualize user progress.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/09\/drop-off-rate-in-funnel-analysis_4bb1efcffc294be823d51da1face5f96_800.png\" alt=\"funnel analysis in Userpilot\" \/><\/p>\n<h3><strong>8. Building and implementing the right customer success playbook<\/strong><\/h3>\n<p>Mapping the user journey isn&#8217;t enough. You also need to create a\u00a0<a href=\"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/\" rel=\"noopener noreferrer\">customer success playbook<\/a>\u00a0to put it into use.<\/p>\n<p>However, a\u00a0common mistake\u00a0when implementing playbooks is not knowing how to handle automation. So which processes should you automate, and what should be in person?<\/p>\n<p>The reality is that it depends on how complex your product is.<\/p>\n<p>But in short: Unless your product is too simple (for a low-touch model) or too complex (for a B2B high-touch model), a\u00a0<a href=\"https:\/\/userpilot.com\/blog\/tech-touch-customer-success\/\" rel=\"noopener noreferrer\">tech-touch model<\/a>\u00a0will offer the right balance between automation and personal interactions for your SaaS.<\/p>\n<h3><strong>9. Liaising with the sales team to understand customer needs<\/strong><\/h3>\n<p>The best customer success teams collaborate with sales. The reason is simple:<\/p>\n<p>Your sales team knows your customers better than you.<\/p>\n<p>That&#8217;s why it&#8217;s crucial to have regular communication with a sales rep so you can understand:<\/p>\n<ul>\n<li>The needs your customers have.<\/li>\n<li>Which objections are often present in their mind.<\/li>\n<li>Their goals with your product.<\/li>\n<\/ul>\n<p>With this, you can do a better job of helping them succeed.<\/p>\n<h3><strong>10. Liaising with the marketing team for better user insights<\/strong><\/h3>\n<p>Marketing and CS can collaborate to do customer research and understand your user persona better.<\/p>\n<p>This way, you can give insights on who are the best customers to the marketers, and marketing can focus on generating leads with great\u00a0<a href=\"https:\/\/userpilot.com\/blog\/customer-fit\/\" rel=\"noopener noreferrer\">customer fit<\/a><\/p>\n<p>For example, by examining user and company profiles, you gain insights into their in-app behavior, preferred features, and overall satisfaction with your product.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/09\/user-profile_8c2de4496c382671aeb5ff027ded5ad2.gif\" alt=\"user and company profile insights\" \/><\/p>\n<p>Utilizing this information, you can tailor <a href=\"https:\/\/userpilot.com\/blog\/in-app-marketing-strategies\/\">in-app marketing strategies<\/a> i.e. personalized upgrade prompts and product updates to better engage your users and enhance their experience.<\/p>\n<p>For more intimate collaboration, you can share the same CRM, so everyone is on the same page\u2014or even use other\u00a0customer success tools\u00a0to collect data and automate actions.<\/p>\n<p><span style=\"font-weight: 400;\">While some companies use separate CRMs and customer success tools, others opt for a more integrated approach. Certain CRMs, like HubSpot, have built-in <\/span><a href=\"https:\/\/www.hubspot.com\/products\/service\/customer-success-management\">customer success management<\/a><span style=\"font-weight: 400;\"> features that allow teams to collect customer data, automate key tasks, and gain actionable insights &#8211; all within a single platform.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">HubSpot&#8217;s customer success software empowers CS managers\/teams by providing a complete view of the customer and streamlining workflows with capabilities like easy-to-understand insights, health scores, and customer outreach.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">HubSpot aims to help CS managers and teams proactively drive retention and growth. This one-stop solution and integrated approach can save time, improve visibility across teams, and eventually lead to better customer experiences.<\/span><\/p>\n<h2>Conclusion<\/h2>\n<p><a href=\"https:\/\/userpilot.com\/blog\/saas-customer-success-guide-2022\" rel=\"noopener noreferrer\">Customer success<\/a> is a fast-growing career and will likely have more demand in the future, so keep an eye on the most wanted customer success roles.<\/p>\n<p>That&#8217;s why you need to embrace good practices as a CSM\u2014so you can stand out and secure your job.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Whether you\u2019re hiring for customer success roles or applying for a job, this guide will give you clarity on your responsibilities as a CSM. Learn how in this article!<\/p>\n","protected":false},"author":105,"featured_media":242993,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[488],"tags":[],"class_list":["post-13679","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-user-engagement"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>10 Customer Success Roles and Responsibilities<\/title>\n<meta name=\"description\" content=\"Whether you\u2019re hiring or applying for customer success roles, this guide will help you understand the core CSM responsibilities.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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