SmartSuite for the Customer Success Manager
The Customer Success Manager owns customer outcomes after the sale: onboarding, adoption, health, renewals and expansion, with support and implementation handoffs tracked in the same customer record. They turn account history into retention and growth.
Reports to:
What you own
- Own onboarding and adoption plans for assigned accounts
- Monitor customer health and act on risk signals
- Manage renewals and expansion opportunities
- Coordinate support escalations and implementation handoffs
- Capture customer feedback for product
- Report retention, renewal and health metrics
Where the role sits
Each name opens that role's page.
Reports to
Direct reports
Works closely with
GRC processes
The shared GRC process map, highlighted for this role.
Owns
accountable for the process
Touches
contributes or approves
Depends on
consumes its output
How SmartSuite helps, suite by suite
Each card is the persona record from that suite's Users tab.
How they use SmartSuite
How they use the Customer Success Operations suite
Renewal forecasting
Monitors upcoming renewals, risk levels, and expansion opportunities.
Risk mitigation
Flags at-risk renewals early and coordinates action plans with CS and Support.
Execution tracking
Manages renewal workflows, approvals, and close-out tasks consistently.
How they use the Customer Success Operations suite
Escalation management
Tracks escalated issues tied to customer health or renewals.
Workload & SLA monitoring
Reviews ticket volume, response times, and backlog trends.
CS collaboration
Shares visibility with CSMs on high-impact issues and resolution status.
How they use the Customer Success Operations suite
Onboarding execution
Manages tasks, dependencies, and deliverables from kickoff to go-live.
Milestone tracking
Tracks progress against onboarding phases and identifies delays early.
Stakeholder alignment
Coordinates internal teams and customer stakeholders with shared visibility.
How they use the Customer Success Operations suite
Health scoring
Builds and refines health models using usage, engagement, and support data.
Forecast analytics
Analyzes churn risk, renewal timing, and expansion trends.
Churn & risk modeling
Identifies patterns that predict churn or upsell opportunity.
How they use SmartSuite
Escalation Management
Tracks critical issues tied to health, renewals, or strategic accounts.
Workload & SLA Monitoring
Reviews volume, response times, and backlog trends.
CS Collaboration
Aligns with CSMs on high-impact issues and resolution timelines.
How they use SmartSuite
Renewal Forecasting
Tracks upcoming renewals and risk levels with portfolio visibility.
Risk Mitigation
Coordinates action plans with CS and Support for at-risk accounts.
Execution Tracking
Manages renewal workflows, approvals, and close-out tasks.
How they use SmartSuite
Onboarding Execution
Manages tasks, dependencies, and deliverables through go-live.
Milestone Tracking
Tracks onboarding phases and flags delays early.
Stakeholder Coordination
Aligns internal teams and customer contacts through shared visibility.
How they use the Revenue Operations suite
Health model governance
Builds and refines scoring based on usage, sentiment, and support signals.
Reporting & segmentation
Maintains dashboards and segmentation logic for coverage and prioritization.
Workflow optimization
Automates reminders, playbooks, and lifecycle handoffs across CS.
How they use SmartSuite
Onboarding execution
Manages tasks, dependencies, and deliverables from kickoff to go-live.
Milestone tracking
Tracks progress against onboarding phases and identifies delays early.
Stakeholder alignment
Coordinates internal teams and customer stakeholders with shared visibility.
How they use SmartSuite
Reporting:
Tracks adoption, NRR, churn risk, and customer segmentation.
Trend Analysis:
Identifies risk patterns or expansion signals. Data Governance: Ensures clean, consistent customer records.
Data governance:
Ensures clean, consistent customer records.
How they use the Customer Success Operations suite
Technical onboarding
Coordinates setup, integrations, and implementation milestones.
Issue resolution
Tracks escalations, root causes, and fixes with full cross-team visibility.
Product adoption support
Monitors technical usage patterns and flags blockers impacting adoption.
How they use the Customer Success Operations suite
Account management
Tracks goals, success plans, tasks, meetings, and communications in one place.
Health monitoring
Reviews health scores, usage trends, and risk indicators to prioritize outreach.
Renewal readiness
Prepares renewals with clear timelines, risk assessments, and stakeholder alignment.
How they use the Customer Success Operations suite
Team performance tracking
Monitors CSM workload, account coverage, and engagement levels.
Customer segmentation
Segments customers by size, health, lifecycle stage, and strategic importance.
Renewal pipeline management
Oversees upcoming renewals, risk levels, and expansion opportunities in one view.
How they use the Customer Success Operations suite
Strategic customer oversight
Reviews portfolio-level health, churn risk, and expansion signals across all customers.
Risk forecasting
Identifies early warning indicators and systemic risks impacting retention or adoption.
Executive reporting
Delivers board- and exec-ready summaries on NRR, onboarding progress, and CS effectiveness.
Suites that serve this role
How SmartSuite supports this role
Lifecycle. Tracks each account through onboarding, adoption, renewal and expansion stages with health scores.
Renewals. Manages renewal timelines, risks and expansion plays with reminders.
Feedback. Logs customer feedback and feature requests routed to product.
Reporting. Reports retention, health and renewal forecasts to leadership.
Industry reference
The Customer Success Association's competencies describe the role, and customer data handling, renewal terms and service commitments bring GDPR and CCPA, consumer-protection auto-renewal laws and SOC 2 confidentiality criteria into day-to-day practice.
In their words
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