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Customer Success Management: Unearthing Dimensions of a Novel Job Category

In: Marketing und Innovation in disruptiven Zeiten

Author

Listed:
  • Frank Jacob

    (ESCP Business School)

  • Armin Roick

    (ESCP Business School)

Abstract

Customer Success Management (CSM) has recently become a rapidly emerging topic among academics and practitioners in the marketing and sales fields. Companies introduced CSM to reduce customer attrition in the post-sale stages of market transactions, driven by several factors such as the growing number of subscription-based business models. This study examines CSM as a job category and asks what characterizes it from that perspective. To address this question, we interviewed 16 employees of a software-as-a-service provider for business clients holding CSM positions or working closely with them. The findings imply that CSM as a job category has three main dimensions, i.e., qualification (input level), communication (process level), and impact (output level). The study also goes into greater depth on each of those dimensions. This research leads to a better knowledge of CSM, which will enable more research on the phenomenon.

Suggested Citation

  • Frank Jacob & Armin Roick, 2023. "Customer Success Management: Unearthing Dimensions of a Novel Job Category," Springer Books, in: Michael Kleinaltenkamp & Lorenz Gabriel & Julian Morgen & Mi Nguyen (ed.), Marketing und Innovation in disruptiven Zeiten, chapter 0, pages 347-362, Springer.
    • Handle: RePEc:spr:sprchp:978-3-658-38572-9_14
    DOI: 10.1007/978-3-658-38572-9_14
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