Now that you are all settled in as a CSM at your startup you are probably frustrated you are tracking all customer activity through google drive or excel spreadsheets.
When I first started at my current startup people didn’t even know when customers were up for renewal, how much they were paying, or if they were even at risk!!
Tracking your customers product adoption timeline and health is crucial. You need to invest in tools to make your life easier. This works the same way as a CRM system except it allows you to track your customers. I understand it can be expensive but a good CSM is always communicating the importance of customer health and churn through out the organization.
These are the following software you need to be successful as a CSM:
- CRM System
- Customer Success software
- Email automation
- Screen share tool (duh, but I need to mention it)
- A “form” software where you can send questionnaires or surveys
Startup Customer Success 