Daniel Fazio explains why his company hired customer success managers (CSMs) to ensure clients complete required onboarding/implementation tasks. With 232 clients at the time, his team created "activation points" that a CSM assigns and is solely responsible for completing; CSMs are measured (KPI'd) only on ensuring activation points are finished.
232 clients.
So we've got 232 clients right now, and we need to implement some kind of system to get them to actually complete the things. And customer success, it's really hard to do that when it's just you or, like, just the founder. So what we started doing is we hired customer success managers, and now the sole and only function of the customer success manager is to make sure the clients have everything that they need to go forward. So we have these things called activation points. What you have to do is the CSM assigns activation points to people, and then they're in charge of making sure all the activation points get done. And that is their entire job. That's what they're KPI'd on, nothing else. They're only in charge of that.
