Building a Strong Foundation – Key Knowledge for Success

For any organization within an enterprise, certain skills are the most appropriate for the individuals who have been assigned to work within it. Since each organization has a specialized purpose and role in the broader context of the mission of the company, it is logical that the people who are charged with contributing to achieving the mission will possess specific skills and supporting foundational knowledge that aligns. In this chapter, you will learn what those skills and foundational knowledge are for the individuals in the Customer Success (CS) organization.

CS is unique within an enterprise because of the requirement for Customer Success Managers (CSMs) to be knowledgeable about the company’s products, the customer’s business, and the business value proposition of those products for addressing the customer’s stated business goals. This tri-sided knowledge is employed by CSMs to educate the...