Customer Success Manager

• Renewals slip because nobody chased them in timeFREQ 7/10 · COST 8/10
• Happy customers never get asked for a reviewFREQ 7/10 · COST 6/10
• A full support team drowns in easy tier-one questionsFREQ 9/10 · COST 8/10
• Tickets breach SLA on nights and weekendsFREQ 8/10 · COST 7/10
• Support backlog balloons every MondayFREQ 9/10 · COST 7/10
• New customers drop off before they see valueFREQ 8/10 · COST 9/10
• Customers ask where is my thing every dayFREQ 8/10 · COST 6/10
• Feedback surveys go out, nobody reads the answersFREQ 6/10 · COST 6/10
• Nobody knows how last month cohort is retainingFREQ 7/10 · COST 8/10

/// GOALS IT SERVES

• Get {n} percent of new customers to first valueonboarding_success_pct
• First reply to every ticket under {n} minutesfirst_reply_minutes