The Customer Success Professional's Handbook

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The definitive guide for the Customer Success Manager (CSM) profession, this resource from Gainsight addresses the growing importance of CSMs in today’s subscription-based economy. As businesses shift their focus from selling products to delivering outcomes, CSMs play a crucial role in ensuring customer satisfaction and success. This manual serves as an authoritative reference for CSMs and related roles, filling a significant gap in existing literature. It offers practical guidance for both aspiring and seasoned professionals, covering essential skills and strategies needed to excel in customer success. Written by experts in building and managing Customer Success teams, the handbook provides insights on creating and leading effective teams, enhancing employability for new CSMs, and hiring top talent. It includes tactics for driving revenue growth through renewals, expansions, and customer advocacy, as well as mentoring strategies for career development. With contributions from over a dozen respected leaders in the customer success community, this indispensable resource is designed for front-line CSMs and managers alike. With more than 70,000 open positions, the CSM role is one of the fastest-growing jobs globally, making this handbook essential for those looking to thrive in the field.