---
# source: src/content/services/en/customer-success-manager.md
# route:  /en/services/customer-success-manager/
title: Customer Success
group: consulting
order: 1
tags: [managed-services, strategy, architecture]
summary: One named contact across the whole lifecycle. Their most frequent contribution is retiring licences you are already paying for.
photo: two-in-conversation
photoNeed: A customer conversation across a table, both people visible, notes not laptops
stub: false
draft: false
---

## What a CSM is

A named contact and adviser who stays with you across the whole lifecycle of your
infrastructure, from introduction through to continuing development. Not an escalation
contact, but someone who knows the estate before anything goes wrong.

## What it is actually good for

The practical benefit is usually not the advice, it is the clearing up. Software moves on,
and features that needed a separate product three years ago are included in the contract
you already hold. Finding those point solutions and retiring them is the most common saving
that comes out of this.

Then there is the proactive half: raising problems before they escalate, and keeping the
estate current continuously rather than renewing it in a project every three years.

## When it pays

When the estate is large enough that nobody holds all of it in their head, and when years
pass between projects. That gap is exactly where licences end up running that nobody can
account for.