Customer Success Manager
Learn about Customer Success Managers at Growthonics and how they align to clients objectives.
Trusted by more
than 300 companies
Trusted by more than 300 companies
Professional History
Customer Success Manager for Growthonics, Lelo Mokoena studied Business Management, majored in International trade and is currently studying her Bachelor of Laws degree at the University of South Africa.
She joined Growthonics in 2022 and within the first her 3 months at the company, she was recognised as the best Customer Success Manager for the month of July.
Customer Success Manager - Roles & Responsibilities
Role Description
Describe in one sentence what a CSM is.
A CSM manages a pool of clients, project and various departments internally to ensure clients meet their business objectives.
Why The Role Is Important
Why is a CSM so important?
CSMs are the voice of the client internally. They constantly feedback client information to ensure the delivery team and Sales Development Reps are continually evolving their services to enable them to meet client requirements. They must also manage the delivery of internal teams and utilise their expertise to generate results.
Role Responsibilities
What are the responsibilities of a CSM?
- Managing client expectations and the success of client campaigns
- Project managing internal processes and teams to deliver outstanding results for our clients
- Proactive nature which allows us to see issues before clients (proactive rather than reactive)
What hard skills do they need?
• Hubspot
• Replyify
• Salesloft
• Client management
• Datastudio
• Google sheets
What soft skills does a
CSM need to succeed?
• Natural ‘people person’
• Organisation
• Proactive
• Attention to detail
• Accountability
• Good communication
• Teamwork
• Problem solving
How do you measure the success of a CSM?
• Client Rentention
• Upselling
• Client Management (building relationships etc)
• Client Operations (proactive, response times etc)
• Strategic Operations (campaign knowledge, ideas etc)
Customer Success Manager Life Cycle
Different Sectors
Financial Services B2B Marketing
Since our major success comes from the UK market, we follow the Financial
Services Register for firms or individuals.
For the UK, nearly all financial service activities must be authorized by the FCA
(Financial Conduct Authority) and the PRA.
Also, ICP of the financial services industry varies from client to client, we always
open our search from Banks to Various firms as clients require.
Recruitment B2B Marketing
Finding suitable leads for the recruitment industry in the UK can be a bit tricky
as statistics shows the number of recruitment agencies currently sits at a record
high of more than 27,700.
So, to find suitable leads, we try to understand the business nature of our clients
first. Then we determine the ICP with job posting tracks on employment
websites like Reed, Indeed and so on.
Fintech B2B Marketing
Fintech is an ever evolving industry and being updated is the key to success
here. We use the UK fintech directory for the UK market.
For other markets, we rely on Crunchbase and Twitter, as they prove to be
excellent sources for Fintech trends and acquisition related information.
Software B2B Marketing
From OS to SAAS, software is a vast industry. We use various online platforms or
pages like CNET, PCmag, Clutch to find the comparative B2B reviews for more intricate targeting.
Services Comparison
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Research Analyst
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Customer Success Manager
Copywriting Team
Campaign Strategist
Sales Development Rep
Data analyst
Research Analyst
Quality Assurance Team
Research Analyst
Quality Assurance Team
Customer Success Manager
Copywriting Team
Campaign Strategist
Sales Development
Service