A customer success manager is the contact point for any customer for a brand or company. He needs to understand customer concerns and communicate the same to the company. Sometimes, the success manager faces challenges like understanding customer queries and the structure of the product.
There is a lot of challenges in the professional life of the customer success manager. He has multiple duty towards the company who hired him and towards a customer who contacts the CS manager for the concerns. When you join a company as a CS manager, you have the responsibility towards the customer of the company to value their interests. For this, you need to have full knowledge of the product. You should know as to how the product works, what are its limitation and how can you answer your customer.
When the knowledge for the product is limited in the market or to the CS manager, it poses a great challenge for the manager. Since he has to convince investor for the product, and at the same time he does not have complete knowledge about the product, should be able to handle this situation smartly and promptly.
There are chances of such circumstances when your company is the front runner in some new technology. Due to the reason, it's a new technology, a CS manager does not have full knowledge about the design, usage, and life of the product. In such cases, a successful CS manager tries to deliver as much knowledge as he can and value their concerns. It sometimes happens that the CS manager does not have the background of the industry and still try to communicate with the customers.
At the end of the day, the CS manager stands for the value of the customer. He needs to address the customer query for the product and face the challenges of proving value to clients. There may be a suggestion about the product from the customer. As a customer success manager job, you need to understand the idea from the viewpoint of the product manager as well as a product engineer. If you do not have the back end knowledge about the product, you might be useful to the customer query.
There is always a gap between the company and the customer, which is filled in by the CS manager. Since you represent your company, the client asks you questions about the return on investment to your company, support, and billing. Your main aim is to provide the best customer experience which will lead to customer retention. He has to understand the technical knowledge about the product which he can do by attending meetings with the engineers and product manager. He has to be proactive to maintain client relationships.