Best Practices for Client Success Managers


Published August 10, 2022

As the client success manager, you are responsible for managing the client journey, helping clients to get the most out of your company's products or services. To succeed in this role, you’ll need a solid understanding of adult learning principles and how to apply them with clients. There are also a few best practices you can follow to help your clients succeed.

Develop a strong relationship with your clients

The success of your clients is directly related to the strength of your relationship with them. To develop a productive and long-lasting relationship, you should get to know them on a personal level. Understand who they are, both professionally and personally, including their specific goals and objectives. This will help you to better meet their needs and work collaboratively as a trusted partner.

Clearly communicate expectations

Set clear expectations with your clients from the outset. Let them know what they can expect from you, and what you expect from them. Outline key action items and tasks to be completed, with realistic deadlines. This will help to avoid misunderstandings and ensure that everyone is on the same page.

When you’re discussing this, be careful not to over-sell yourself. Agreeing to impractical tasks and impossible timescales will only lead to disappointment.

Be responsive to their needs

Your clients will have different needs at different times, and so will need varying amounts of attention. Be responsive to those needs, making yourself available to answer their questions and understand the different challenges they face. By doing this, you show your client that you’re listening and that you support their goals.

Help them to identify their goals

Your clients may not always know what they want to achieve, but a lack of progress will create frustration. Help them to identify their goals through a process of discovery and asking the right questions. Once you determine what they’re trying to accomplish and why, you can help them to create a realistic plan and to make the best use of your services.

Follow up regularly with the client

After you have helped your clients to achieve their goals, follow up with them on a regular basis. This can be done through meetings, phone calls, or email catch-ups, depending on what the client prefers. Consistent communication with your client will help you to understand any problems early on and handle them accordingly.

By following these best practices, you can help your clients to get value from your company's products or services, improving their experience and your client retention.