CSM: Customer Success Manager

A CSM (Customer Success Manager) is a post-sale role responsible for customer adoption, retention, and expansion across a book of accounts.

What is CSM?

CSMs own renewals and expansion revenue. In product-led companies, CSMs often have a sales quota tied to NRR. The role didn't exist in most SaaS companies before 2010 and now drives the majority of revenue at mature companies.

Frequently Asked Questions

What does a CSM do?: Owns customer onboarding, adoption, renewals, and expansion — typically against a quota tied to net revenue retention.