How Customer Success Managers Advocate for and Engage with Customers

The article discusses the role of a Customer Success Manager (CSM) in XaaS businesses, which operate on a subscription model and need to ensure continuous value for their customers. Cloudflare, an internet security company, assigns named CSMs to its Enterprise customers to help with various tasks such as on-boarding, project management, customer training, configuration recommendations, ongoing insights, best practices sharing, escalation points, etc. The article also highlights the importance of face-to-face interactions between CSMs and customers through meetups organized by Cloudflare in different regions across the world. These meetups provide an opportunity for customers to share their experiences with Cloudflare products, learn from each other's use cases, interact directly with product managers and engineers, and foster stronger relationships with the company. The article concludes by inviting readers to attend or present at future Cloudflare Customer Meetups.