Name: 文組也有機會年薪百萬！新興職務「客戶成功經理」職業發展、技能和職責帶你了解！ (Customer Success Manager career path, skills, and responsibilities)
Uploaded: 2025-08-04T21:01:30.000Z
Duration: 4 min 50 s

Want to know what a customer success manager is?

想知道什麼是客戶成功經理嗎？

未來簡單式

I'm Brian Rios from Wallen Case, and in this video, you will learn everything you need to know about being a customer success manager in SaaS and IT.

我是 Wallen Case 公司的 Brian Rios ，在這部影片中，你將瞭解到作為 SaaS 和 IT 行業客戶成功經理所需要知道的一切。

to 不定詞

What it is, what they do, and the skills you need to land a job as a CSM.

CSM 是什麼、他們在做什麼，以及找到 CSM 工作所需的技能。

As a bonus, I'm gonna answer some frequently asked questions that we get about customer success.

作為彩蛋，我將回答一些我們經常遇到的有關客戶成功的問題。

那麼，什麼是客戶成功經理呢？

Being a customer success manager, as the name suggests, means making sure that your customers are finding success using your product or service.

客戶成功經理，顧名思義，就是確保你的客戶在使用你的產品或服務時獲得成功。

This could be guiding them through the onboarding process or implementation, showing them features that they aren't fully using or aren't using at all, and coaching them on how they can improve their business even more by using your product.

這可以是指導他們完成入職流程或實施，向他們展示他們尚未完全使用或根本沒有使用的功能，以及指導他們如何通過使用你的產品進一步改善業務。

You'll constantly be meeting your clients, going over their results, and showing them how to be even more successful using your solution.

你要經常與客戶見面，查看他們的成果，並向他們展示如何使用你的解決方案取得更大的成功。

This is one of the key parts of being a customer success manager.

這是客戶成功經理的關鍵部分之一。

You wanna make sure your clients are so successful using your product that you create vendor lock-in, which is a scary way of saying that they feel they would be losing too much if they ever tried to stop using your solution.

你要確保你的客戶在使用你的產品時非常成功，以至於你創造了「供應商鎖定」。「供應商鎖定」是一種可怕的說法，即如果他們試圖停止使用你的解決方案，他們會覺得損失太大。

那麼 CSM 的目標和關鍵績效指標是什麼？

Your goal as a customer success manager will be to maintain and grow the customer's satisfaction.

作為客戶成功經理，你的目標是保持並提高客戶的滿意度。

This can be measured in your NPS, Net Promoter Score, through customer satisfaction surveys, or churn rate.

這可以通過 NPS（淨推薦值）、客戶滿意度調查或客戶流失率來衡量。

Churn is the term for customers leaving your product or service instead of renewing.

流失是指客戶離開你的產品或服務，而不續約。

So your churn rate is just the rate that your customers are leaving.

客戶流失率就是客戶離開的比率。

Most CSMs don't have direct sales targets, but they do have upsell or cross-sell KPI, which means you will sell additional features, services, or upgrades to your clients.

大多數 CSM 沒有直接銷售目標，但他們有追加銷售或交叉銷售 KPI，這意味著你將向客戶銷售額外的功能、服務或升級。

You'll also have renewal targets, so keeping your customers successful means keeping them relying on your product, which in turn means that they will renew their contract or subscription.

你還會有續約目標，所以讓客戶保持成功意味著讓他們繼續依賴你的產品，這反過來又意味著他們會續約或訂閱。

那麼，成為 CSM 需要哪些技能呢？

A customer success manager has two sides, a technical side, which requires hard skills, and a client-facing side, which needs soft skills.

客戶成功經理有兩面性，一面是技術層面，需要硬技能，另一面是面向客戶的層面，需要軟技能。

Your technical skills needed will vary depending on the type of product you are working with.

你所需的技術技能將根據你所處理的產品類型而有所不同。

Most companies will offer training on their specific solution after you join, but having a base to build on is always a really good idea.

大多數公司都會在你加入後提供有關其特定解決方案的培訓，但有一個基礎總是一個非常好的主意。

Because a CSM is a very client-facing role, you will need to not only be able to read data, but also communicate your findings with your clients to help them understand what is working and what is not working.

由於 CSM 是一個非常面向客戶的職位，所以你不僅需要能夠閱讀數據，還需要與客戶溝通你的發現，幫助他們瞭解哪些是有效的，哪些是無效的。

The best CSMs even anticipate the problems that might come up and solve them before they become an issue.

最好的 CSM 甚至能預見到可能出現的問題，並在問題出現之前解決它們。

Some of the key soft skills you're gonna need are active listening, communication, coaching, and presentation skills.

你需要掌握的一些關鍵軟技能包括積極傾聽、溝通、輔導和演講技能。

Message us using the link in the description to learn what customer success positions are open right now.

使用說明欄中的連結給我們留言，瞭解現在有哪些客戶成功部職位空缺。

Being a customer success manager gives you skills on both the technical side and the client-facing side, so there are a few directions you can go.

作為一名客戶成功經理，你既能掌握技術方面的技能，也能面對客戶，所以你可以朝幾個方向發展。

The first and most straightforward is to become a leader of a customer success team.

首先，也是最直接的，就是成為客戶成功團隊的領導者。

This would be titles like customer success director, head of customer success, or the more recent executive position of chief customer officer.

這些職位包括客戶成功總監、客戶成功主管，或最近的首席顧客長等執行職位。

Another option would be to move towards the technical side of things and become a solutions architect or solutions engineer or something similar that takes customer needs and productizes them.

另一種選擇是向技術方面發展，成為解決方案架構師或解決方案工程師或類似人員，將客戶需求產品化。

Productize means creating custom solutions based on your client requests.

產品化意味著根據客戶要求創建定製解決方案。

You could also move towards a more sales-heavy role that is growth-focused, using your soft skills to build a business and your understanding of the technical side to better illustrate the benefits of a product.

你也可以轉而從事更注重增長的銷售工作，利用你的軟技能建立業務，並利用你對技術方面的瞭解更好地說明產品的優勢。

Customer success can have different titles depending on the company.

根據公司的不同，「客戶成功」可以有不同的稱謂。

These include technical account manager, client services manager, client success manager, client solutions manager, or solutions consultant, just to name a few.

這些職位包括技術客戶經理、客戶服務經理、客戶成功經理、客戶解決方案經理或解決方案顧問等等。

What is the difference between customer success and customer service?

客戶成功與客戶服務有什麼區別？

I like to think of the difference as being proactive versus being reactive.

我喜歡把這兩者的區別看作是積極主動還是被動反應。

As a customer success manager, you will need to be engaging with your customers on a daily basis to make sure they're reaping the full benefits of your solution and solving problems before they even happen.

作為一名客戶成功經理，你需要每天與客戶保持聯繫，確保他們充分享受到你的解決方案帶來的益處，並在問題發生之前就將其解決。

Customer service, on the other hand, is more about responding to the issues that your customers are already experiencing and taking care of any complaints that they may have.

另一方面，客戶服務更多的是對客戶已經遇到的問題做出回應，並處理他們可能提出的任何投訴。

So what is the difference between a CSM and an account manager?

那麼，CSM 和客戶經理有什麼區別呢？

Here, the main difference is the technical aspects of the role.

這裡的主要區別在於角色的技術方面。

As a customer success manager, you'll be more involved in the implementation of the product, and there's an expectation that you have the ability to dive deeper into the solutions that the product offers.

作為一名客戶成功經理，你將更多地參與產品的實施，而且人們期望你有能力深入研究產品提供的解決方案。

Whereas an account manager will also handle the reporting, but it will generally be through available dashboards.

客戶經理也會處理報告，但一般是通過可用的儀表板。

Another difference is that the account manager can be a sales role with sales targets based on sales results, but customer success will usually not have a commission structure or a bonus.

另一個區別是，客戶經理可以是一個銷售職位，其銷售目標基於銷售業績，但客戶成功通常沒有佣金結構或獎金。

Check out our account manager video to learn even more about being an account manager in SaaS and IT.

查看我們的客戶經理影片，瞭解更多有關 SaaS 和 IT 行業客戶經理的資訊。

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文組也有機會年薪百萬！新興職務「客戶成功經理」職業發展、技能和職責帶你了解！ (Customer Success Manager career path, skills, and responsibilities)

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