What we need as a CSM: Drive Customer Success Outcomes • Increase renewal rates and reduce churn • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores • Drive new business growth through greater advocacy and reference-ability Optimize Customer Lifecycle • Identify opportunities for continuous improvement • Learn from best practices in industry • Take Decisions on contentious issues during customer journey Manage Customer Success Activities • Customer Support Management • Customer Success Management • Renewals • Billing and Collections (along with finance) • Advocating for Cross Sell and Upsell Inspire Customer Success Across Company • Create company-wide culture of Customer Success • Align with Marketing around marketing to existing clients • Align with Product around driving product roadmap • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus • Create company-wide customer feedback loop • Align with Finance around measurement and forecasting • Align with Executive Team around key metrics and objectives