Day in the Life: Customer Success Manager

Why is a Customer Success Manager necessary for B2B?

The work of a Customer Success Manager at CIENCE

  • Analysis of the buyer persona, customer’s product or service;
  • Planning the campaign, laying down the strategy;
  • Communication both with our clients and our employees involved in the project;
  • Collecting the reports from the project team and sending them to the client;
  • Making suggestions on the new campaigns for the client;
  • The organization of the working process;
  • Solving some general problems that might occur during the implementation of the project;
  • Reviewing the results of the current campaign and suggesting changes;
  • Reporting and analysis.

CSM’s project management at CIENCE:

  • Client’s company
  • Product or service we’ll be promoting
  • Individual requirements for the research and/or outbound prospecting
  • Expectations and goals
  • Brand awareness
  • Preparation for events (e.g., conferences)
  • Appointments
  • Contact list — as a rule, we ask our clients to order the research of leads from us. It’s the only way to secure quality leads and low bounce rates.
  • Email send outs organized in waves.
  • Calls to the leads who opened our letters or reacted out to them in any other way.
  • Follow-up emails.
  • Meeting set-ups.
  • Troubleshooting
  • Collecting feedback, ideas, and concerns from SDRs, researchers and clients
  • The weekly meeting calls with clients and SDRs
  • The monitoring of the campaign statistics and results — at least once a week
  • Planning and introducing changes if necessary*

The essential skills of an efficient Custom Success Manager

  • Excellent analytical skills
  • Strategic thinking
  • Good planning skills
  • Powerful communication and diplomacy
  • Gentle persistence and assertiveness
  • Ability to present their work
  • Management skills
  • Leadership
  • Stress resistance
  • Multitasking
  • Time management
  • Proactive

The Day in Life of a Customer Success Manager



Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store


CIENCE offers managed services for lead generation. Our trained teams generate targeted leads and qualified appointments for your business.