{"id":2423,"date":"2024-05-08T10:00:00","date_gmt":"2024-05-08T10:00:00","guid":{"rendered":"http:\/\/138.197.200.24\/resources\/blog\/is-tech-making-the-customer-success-specialist-role-easier-or-tougher\/"},"modified":"2026-07-31T11:09:02","modified_gmt":"2026-07-31T11:09:02","slug":"is-tech-making-the-customer-success-specialist-role-easier-or-tougher","status":"publish","type":"blog","link":"https:\/\/www.smartkarrot.com\/resources\/blog\/is-tech-making-the-customer-success-specialist-role-easier-or-tougher\/","title":{"rendered":"Is Tech Making the Customer Success Specialist Role easier or tougher?"},"content":{"rendered":"
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The role of a customer success specialist is to develop customer relationships, which promote loyalty and retention. A customer success manager or specialist work with customers to make sure they are satisfied with the products or services.\u00a0\u00a0<\/p>\n

If the customers are not satisfied, the specialist implements different ways to improve certain areas so that the churn rates are decreased.\u00a0\u00a0\u00a0<\/p>\n

Primarily, software-based companies such as SaaS companies employ customer success specialists, which provide technical support to customers. The main objective is to satisfy them and provide them support on SaaS products.\u00a0\u00a0<\/p>\n

A customer success specialist works with customers to make sure they receive the right tools. Doing so allow the company to achieve\u00a0its\u00a0goals. The role of customer success managers is important as they support customers regarding purchase decisions.\u00a0\u00a0<\/p>\n

They also make\u00a0a\u00a0substantial effort using different technology tools for onboarding customers after purchase.\u00a0Customer success specialists understand the needs of customers and communicate with them to comprehend sales, marketing, and other behavioral patterns to increase retention rates and reduce churns.\u00a0\u00a0<\/p>\n

In the world of technology, many companies are working to develop, sell, and enable software solutions<\/a>.\u00a0We all know that the business world is changing as well as evolving into new fields.\u00a0In recent years, the most significant change is the emergence of SaaS.\u00a0\u00a0<\/p>\n

Anyway, the question \u201cis tech making the customer success specialist\u2019s role easier or tougher\u201d is the main topic of today. Read on to get the answer!\u00a0<\/p>\n

<\/div>\n

How Tech Helps Customer Success\u00a0Specialists?\u00a0<\/h2>\n

Customer success specialists can leverage technology\u00a0and prepare themselves\u00a0to increase\u00a0the\u00a0loyalty and retention of\u00a0customers.\u00a0Using different tools, you, as\u00a0a\u00a0customer success specialist, can understand the customer behavior, purchase patterns, survey scores, the number of support cases, and checking of invoices \u2013 to name a few.\u00a0\u00a0<\/p>\n

When you get a broader view of the customer, you would be able to reach out at just-in-time\u00a0using value-added data and information like\u00a0adoption data, optimal practices, and benchmarking.\u00a0\u00a0<\/p>\n

Maximizing customer lifetime value is the best way to achieve success in the world of SaaS, which is a subscription-based business\u00a0different from traditional and perpetual license vendors.\u00a0\u00a0<\/p>\n

SaaS companies re-sell continuously\u00a0and retain customers. If they don\u2019t do well, they can lose customers to competitors.\u00a0This is why most of the SaaS companies focus on reducing churns to help drive growth, more profitability, and valuation.\u00a0\u00a0<\/p>\n

Investment in customer success technology is important. It allows customer success specialists to acquire new customers for the company and keep them. So, it is no surprise to tell you that\u00a0SaaS companies view customer success as an essential business strategy, which is not possible without customer success specialists.\u00a0\u00a0<\/p>\n

The only thing important here is how skillful are customer success managers or specialists in using different technology tools such as data analytics, machine learning models, and other software.\u00a0\u00a0<\/p>\n

A customer success specialist\u00a0uses technology to increase productivity and to scale customer operations. As a result, they achieve better outcomes in churn reduction as well as account expansion and renewals.\u00a0\u00a0<\/p>\n

<\/div>\n

What is Customer Success Metrics?\u00a0<\/h2>\n

There are three main types of customer success metrics, which you can use to find out\u00a0when your customer needs\u00a0attention from your or your customer success management team.\u00a0This includes \u201caccount behavior,\u201d \u201caccount attributes\u201d and \u201csubjective data.\u201d\u00a0\u00a0<\/p>\n

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Account Behavior and\u00a0Attributes\u00a0<\/h3>\n

For customer success specialists working for a SaaS company, the main source of behavioral data is the analysis of product usage by customers.\u00a0So, a customer success manager using sophisticated methods like customer management solutions \u201cCMS,\u201d you can automate the details of product usage.\u00a0\u00a0<\/p>\n

This includes\u00a0activities\u00a0such as login frequency and session length, module usage such as the time\u00a0customers spend on the product, and feature usage such as what feature is most used by the customer and how often they used a specific feature.\u00a0\u00a0<\/p>\n

When you use CSM solutions, you can collect detailed usage data\u00a0at different levels such as individual user and account level.\u00a0Using this approach, you can improve the accuracy of predictions. Also, you can analyze the behavior of customers\u00a0for improving processes, products, or services.\u00a0\u00a0<\/p>\n

Account attributes are also important. Imagine doing these things manually is time-consuming and requires a lot of effort. On the other hand, automation and technology help\u00a0reduce the time a customer success manager would take to identify problems and present solutions.\u00a0\u00a0<\/p>\n

Account attributes refer to the data you have collected\u00a0on your customers in different systems like \u201cCustomer Relationship Management,\u201d \u201cBilling,\u201d and \u201cSupport Solutions.\u00a0Using CMS, you can collect data automatically from various systems. This way, you can provide a broader and in-depth view of each account, which includes\u00a0customer relationship management, support, and billing.\u00a0\u00a0<\/p>\n

Customer relationship management<\/a> includes account name, contact, industry, size, and location. Likewise, the examples of support are\u00a0the\u00a0number of tickets filed, type of ticket, open tickets, and time to resolve tickets.\u00a0Billing involves\u00a0revenues, payment history, invoicing, and subscription data.\u00a0\u00a0<\/p>\n

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Subjective Data\u00a0and\u00a0Health Score\u00a0<\/h3>\n

Using subjective data, you can supplement customer behavior as well as attributes of account with human input. Usually, this type of data exists\u00a0in different forms and comes\u00a0from various sources such as your personal assessment, \u201cNet Promoter\u00a0Score (NPS)\u201d and survey feedback.\u00a0\u00a0<\/p>\n

Health Score is another important metric for customer success. It is an aggregate number based on various factors such as feature, activity, usage, subjective input, and support history.\u00a0Using \u201cHealth Scores,\u201d you can understand the overall health of the customer and group of accounts.\u00a0\u00a0<\/p>\n

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Technology Predicts Which Customers need Attention\u00a0<\/h3>\n

The main objective of using technology solutions like CMS is to boost\u00a0the productivity\u00a0and efficiency\u00a0of your\u00a0customer success specialists\u00a0by altering them to users who need attention. This allows you, as a customer success specialist to know why the customers need attention and what you can do about it.\u00a0\u00a0<\/p>\n

So, using tech solutions, you can look for solutions to reduce\u00a0the\u00a0risks of churning. Also, there are some tools, which can help you predict the number of customers, who will likely upgrade\u00a0or convert from\u00a0the\u00a0trial version of your SaaS product to full subscription.\u00a0\u00a0<\/p>\n

Advanced tech solutions incorporate predictive analytics, which analyzes\u00a0multiple factors and variables as well as datasets to determine the most relevant indicators of retention, churning, expansion, and conversion.\u00a0\u00a0<\/p>\n

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Managing a Customer\u2019s Lifecycle Journey\u00a0<\/h3>\n

Advanced tech solutions\u00a0can help you track a customer\u2019s journey concerning specific timeframes and achievements.\u00a0If your\u00a0customers do not see expected value\u00a0in a specific timeframe,\u00a0they will lose confidence\u00a0in your product and chances are that they will quit\u00a0\u2013 even if your product could have given that particular value to them.\u00a0\u00a0<\/p>\n

So, providing value is important within a defined timeframe. How to know the expectations or demands of customers? Well, you can\u2019t analyze the behavior pattern of your existing and potential customers manually due to\u00a0a\u00a0large volume of data.\u00a0\u00a0<\/p>\n

Therefore, data analytics and machine learning models are helpful to measure the large volume of data, structure the data in segments, and enable the machine learning models to predict future patterns.\u00a0\u00a0<\/p>\n

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Tech helps you engage with customers\u00a0<\/h3>\n

You must know that CMS solutions also provide you with the data and information you need to engage with your customers.\u00a0The information includes alert details, account information including product usage, customer relationship management data, support incidents, recent interactions, and billing history, etc.\u00a0\u00a0<\/p>\n

You can also use this information to handle the alert. In simple words, this is known as \u201cPlaybook.\u201d\u00a0You can incorporate playbooks<\/a> in each alert \u2013 as well as can include elements like questions, suggestions, and concepts on addressing customer objections or approving offers and discounts.\u00a0\u00a0<\/p>\n

When you analyze the data provided by CSM, you can measure the impact of processes continually. As a customer success specialist working for a SaaS company, you can CSM goals\u00a0and drive consistent improvements in\u00a0the\u00a0activity rates, health scores, and retention of customers.\u00a0\u00a0<\/p>\n

So, advanced technology tools are helping customer success specialists\u00a0to predict customers\u2019 behaviors, manage customer lifecycle, and improve customer lifetime value.\u00a0\u00a0<\/p>\n

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Customer Success Specialists\u00a0\u2013 High-Touch vs. Tech-Touch\u00a0<\/h2>\n

It is no surprise to tell you that in today\u2019s competitive business environment, your SaaS customers\u00a0expect a lot from your company. It won\u2019t be wrong if we say that customers, today, expect and demand something exceptional \u2013 i.e. a never-ending wheel of attraction, value, engagement, and retention after purchasing your SaaS product.\u00a0\u00a0<\/p>\n

When the volume of your customers creeps up and you are focused on deploying tech-touch strategies, how do you stay engaged with the element of your customers?\u00a0\u00a0<\/p>\n

Also, when your\u00a0highly\u00a0engaged customers demand your attention\u00a0and everything is state-of-the-art, is that the right type of approach?\u00a0Remember, in SaaS, there are never-ending sales. So, Cloud computing has almost taken the business world. It is\u00a0revolutionizing\u00a0many types of businesses including SaaS.\u00a0\u00a0<\/p>\n

SaaS, today, is available to millions of people around the world through cloud computing, which allows for\u00a0the\u00a0reduction in costs, scalability, and self-service for customers.\u00a0Everyone likes this\u00a0colossal\u00a0shift in thinking for the most obvious reasons.\u00a0\u00a0<\/p>\n

Obviously, everyone loves a customer-focused growth of the company. In fact,\u00a0one of the less obvious reasons is most companies have an obsession with sales funnels.\u00a0\u00a0\u00a0<\/p>\n

It is true that SaaS companies look for simple ways to reach more customers at lower costs.\u00a0You would want the same as you bring customers on as real clients and then let them enjoy what you are offering.\u00a0\u00a0<\/p>\n

You do this repeatedly until\u00a0you have no more customers to acquire.\u00a0The issue with conventional analyses of the sales funnels is that they imply\u00a0an end.\u00a0Similarly, it creates a false belief that\u00a0after acquiring customers, you can move on.\u00a0Therefore, it completely negates the concept of a symbiotic\u00a0relationship.\u00a0This can affect the role of customer success specialists.\u00a0\u00a0<\/p>\n

Experts recommend\u00a0finding\u00a0the right balance between high-touch and tech-touch to carry out the customer success management processes or activities efficiently.\u00a0Both strategies\u00a0are a bit rough on each other \u2013 especially when\u00a0companies\u00a0make transitions from high-touch to low-touch\u00a0while scaling their\u00a0business.\u00a0\u00a0<\/p>\n

On\u00a0the\u00a0other hand, companies make\u00a0the\u00a0transition from low-to-high when they don\u2019t want to spend more time and effort on acquiring customers only to lose them to needless churn.\u00a0If a SaaS company is completely based on high-touch, it can be harmful\u00a0to\u00a0it. Likewise, it is focused completely on tech-touch, it can face certain repercussions that would eventually harm the business.\u00a0So, experts recommend\u00a0combining\u00a0both strategies to allow customer success managers to work effectively.\u00a0\u00a0<\/p>\n

If you analyze these methods closely, you will come to know that each strategy has its own pros and cons. Remember, both high-touch and tech-touch are effective when you use them in a hybrid approach.\u00a0\u00a0<\/p>\n

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The effect of High-Touch on Customer Success Specialist\u00a0<\/h3>\n

The high-touch strategy allows customer success managers to interact with customers on a human level via different stages or purchase process and lifecycle.\u00a0This approach\u00a0involves\u00a0customer success specialists to get more involved with the customers and maintain personal, direct, and frequent contact with\u00a0customers\u2019\u00a0accounts.\u00a0\u00a0<\/p>\n

When it comes to the benefits of\u00a0the\u00a0high-touch approach, although it is highly advantageous for the\u00a0customers \u2013\u00a0nonetheless\u00a0a little daunting for the customer success specialists.\u00a0It is because human beings crave for interacting with real human beings.\u00a0\u00a0<\/p>\n

So, many SaaS companies use maintains this type of approach to keep their customers.\u00a0On the other hand, you must know that this type of approach is not cheap and is not always scalable.\u00a0In addition, it is not always easy to provide this level of service to every customer \u2013 making the job of the customer success specialist a bit difficult.\u00a0\u00a0<\/p>\n

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The effect of\u00a0Tech-Touch\u00a0on Customer Success Specialist\u00a0<\/h3>\n

When it comes to tech-touch, a customer success specialist has very little involvement in it, which means infrequent interaction with the customer because most of the work is done by the software.\u00a0\u00a0<\/p>\n

Tech-touch is a data-driven technology approach, which is a type of proactive management helping customer success specialists to focus on other tasks while at the same time help customers to feel valued. This approach ensures the customers know and understand how to interact with the company and find solutions for their problems.\u00a0An example of this is\u00a0AI-based chatbots.\u00a0\u00a0<\/p>\n

Talking about the benefits of this approach, tech-touch gives relief to customer success managers and free them for high-needs customers or specific high-touch solutions. Using\u00a0the\u00a0tech-touch approach, customer success managers can focus on un-contacted customers and side-step the avoidable churn by proactive action and management.\u00a0\u00a0<\/p>\n

However, this approach also has some disadvantages.\u00a0When customer success managers\u00a0do not interact with customers in real-time, the customers may feel the company is not valuing them. As a result, they will see your SaaS\u00a0Company\u00a0as cold, distant, and or removed. Chances of customers churn are likewise increased.\u00a0\u00a0<\/p>\n

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The Combination of High-Touch and Tech-Touch in Onboarding\u00a0\u00a0<\/h2>\n

One of the most important steps for customer success is the optimal onboarding experience<\/a>. If procedures are not up to the mark or if is troublesome for customers to see your product or service\u2019s value, higher chances are that they may end up churning. This is why\u00a0the\u00a0customer success manager\u2019s interaction and guidance\u00a0in\u00a0such\u00a0a\u00a0situation\u00a0are\u00a0important.\u00a0\u00a0<\/p>\n

A customer success manager can use tech-touch workflows for administrative tasks. Most customers do well by exploring the company\u2019s site and looking on their own \u2013 however, in this regard, your SaaS product must be intuitive.\u00a0Using\u00a0the\u00a0tech-touch approach, your customers can look into in-app alerts and\u00a0notifications\u00a0providing real-time digital support while your customers lean to navigate the basics.\u00a0\u00a0<\/p>\n

Moreover, using a high-touch strategy for strategic conversations with your customers is a great idea.\u00a0A customer success manager\u00a0evaluates\u00a0these conversations, which are mostly centered around the customer\u2019s purchase behavior, why did they purchase the product, what are specific use cases as well as what things are confusing for the customers, etc.\u00a0\u00a0<\/p>\n

If\u00a0customer\u00a0success specialists\u00a0decide on using a tech-touch approach, they must ensure that the customer can call support to reach a real person and not a Chabot.\u00a0The ability or providing proactive help to your customers is not an option sometimes \u2013 so, staffing a support line for customers to have a reactive help is an important element.\u00a0As a customer success manager, it is your duty not to leave your customers stranded.\u00a0\u00a0<\/p>\n

<\/div>\n

Conclusion<\/h2>\n

Wrapping up, it is not easy to clearly answer the question \u201cis tech making the customer success<\/a> specialist role easier or tougher?\u201d The reason is that technology has both advantages and downsides for customer success managers.\u00a0\u00a0<\/p>\n

For instance, when you implement a high-touch approach, you and your team will have to work more and with newly acquired customers on daily basis, you would need more customer support members to interact with customers and solve their problems. So, this is quite\u00a0daunting.\u00a0\u00a0<\/p>\n

On the other hand, when you implement tech-touch solutions, your customers will feel disvalued and chances of retention are decreased. Therefore, the best way is to\u00a0combine or blend high-touch and tech-touch solutions.\u00a0\u00a0<\/p>\n

This way, customer success specialists\u00a0can interact with highly-engaged clients only and occasionally communicate with other clients. Similarly, other customers can be communicated with check-in emails, chatbots, and automated responses.\u00a0\u00a0<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

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