<ul data-eligibleForWebStory="true"><li>Customer Success Managers play a key role in revenue generation at B2B companies.</li><li>Proactivity is essential in Customer Success to anticipate and address customer needs.</li><li>Thorough product knowledge is crucial for Customer Success Managers to guide customers effectively.</li><li>Metrics like churn, retention, NRR, GRR, and upsell rates are vital in evaluating success.</li><li>Building strong relationships with customers and providing value beyond niceties is important.</li><li>Strong organizational skills are necessary for early-stage CSMs juggling multiple responsibilities.</li><li>Advocating for customers internally and bridging the gap between customers and the company is a key CSM responsibility.</li><li>Driving net negative churn by increasing customer value is a goal for CSMs in SaaS.</li><li>Customer Success Managers have the opportunity to shape customer perception and product usage.</li><li>Genuine customer love and relationships are crucial for success as a CSM.</li><li>By following these principles, CSMs can drive growth and become pivotal in company success.</li></ul>

Dear SaaStr: What Should I Know As a First-Time Customer Success Manager?

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