We now live in a “cancel anytime” era, especially with the rise of SaaS. CSM has never been so important when trying to get your product built into your client’s daily workflow. Getting the deal closed is no longer a commitment to long-term revenue.
Usage (or lack of) is a key indicator for our CSMs, our proactive education approach is there to ensure adoption can be achieved, especially within Free trial zones. Our job is to make the onboarding of your product easy for the client and then maintain their success and engagement levels.