Hi Brad, Great question. As a Customer Success Manager, I am an additional level of support outside of a customer's Account Executive. The main responsibilities include:
Provides consistent point of contact
Champions customer within WF
Documents business use case/ objectives
Demonstrates results
Measures and conveys health indicators
Conducts Executive Business Review with CGG rep
Provides roadmap/release previews
Knowledgeable of feature requests and support tickets.
Facilitates escalations
Tracks customer adoption/usage
Customer Success Managers are assigned to accounts with a certain level of spending. If your spend happens to be below that threshold, your Account Executive would be the person to provide some of these services. You can speak with your account executive, Paul Hancock to learn more about qualifying for a CSM. Chase Stewart Workfront CSM
