“As CSMs, we don’t necessarily have one task we’re assigned,” Jackie Tuck, a lead CSM at legal document technology company Litera Microsystems , said. On any given day, customer success managers juggle onboarding new customers, supporting at-risk accounts, preparing for upsell or renewal calls, becoming product and technology experts, and relaying client concerns with other internal stakeholders, like the product and engineering teams. In order to be successful, CSMs across Chicago tech said patience, empathy and resilience must be cultivated. Patience helps CS teams take the time to truly understand clients’ unique pain points, while resilience fuels them as […]
