Customer Success Manager: the new superhero of SaaS companies

For a long time, SaaS growth was reduced to two teams: Sales, who sell, and Tech, who build.But between the two, someone was missing — someone who could stop customers from leaving as fast as they arrived.

That’s where the Customer Success Manager stepped in.A role that was blurry yesterday but crucial today: retain, engage, and grow value.And in a market where acquisition costs a fortune, it’s simple: the CSM has become essential.

A job that’s rising fast, talent that’s becoming scarce, and companies fighting to hire them.In short, a new superhero has arrived.

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Customer Success Manager: the role reshaping company growth

Ten years ago, almost no one had heard of the job Customer Success Manager. Today, it’s everywhere. Startups, scale-ups, major groups undergoing digital transformation… the role has become unavoidable. And if your organization still doesn’t have one, you’re probably already behind.

Because a CSM isn’t just an “upgraded account manager” or a “fancier support agent.” It’s a strategic function, born in the SaaS world, sitting at the crossroads of customer relations, tech, and business. And its rise has been spectacular.

Why the CSM became central

For a long time, roles were clearly separated: sales closed deals, marketing built the brand, and support put out fires. But the subscription economy changed everything.

In SaaS, a customer who pays monthly can leave with a single click. And with acquisition costs skyrocketing, losing a customer is a double penalty: money lost, reputation damaged, and marketing efforts wasted.

This is where the CSM becomes the missing link. They don’t just answer questions — they anticipate them. They make sure the product is actually adopted, that the user experience is smooth, and that the client gets real value. They become the internal voice of the customer, the one who can tell the product team, “This feature doesn’t work for them” or tell sales, “There’s an upsell opportunity here, but only if we fix this blocker first.”

The CSM turns a signed contract into a lasting and profitable relationship.

A role born in tech, but now everywhere

The term Customer Success emerged in Silicon Valley when SaaS companies realized selling wasn’t enough. They needed to ensure customers stayed, used the product, and generated ROI.

Today, the role extends far beyond SaaS. It’s present in finance, energy, mobility, education — everywhere customer experience is continuous and retention drives success. As soon as there’s a complex product, long-term engagement, or a subscription model, the CSM becomes essential.

The key skills of a CSM

Being a CSM is not just about “being good with people.” It’s a demanding job requiring several hats.

A strong CSM must:

• show empathy to understand implicit needs,

• have solid business acumen to speak ROI with a CFO and KPIs with a CEO,

• be tech savvy, understanding the product and explaining it clearly,

• use data to track usage, detect signals, and anticipate churn,

• be pedagogical, since part of the job is training users,

• and know how to manage crises, because when everything collapses, they’re often the first call.

  
  

It’s a hybrid job — part commercial, part consultant, part project manager. And this versatility is exactly why companies love them… and why talent is becoming scarce.

Why CSMs are so in demand

Because they directly impact growth.

A great CSM can dramatically reduce churn. They can spot new business opportunities and generate additional revenue. But most importantly, they can turn a satisfied client into an ambassador — someone who recommends the product to their network.

Result: demand is skyrocketing. LinkedIn has ranked the role among the fastest-growing in Europe. In the US, it’s already a standard — you simply can’t imagine a sales team without its Customer Success counterpart.

From the field to the boardroom: the CSM as the CEO’s future right hand

A CSM is not just an operational executor. In some scale-ups, the Head of Customer Success already sits at the executive table. Why? Because they often have the clearest vision of what’s actually happening on the client side.

They know what works, what fails, and what could boost retention. They sit at the intersection of UX and business. That’s why many predict the rise of the Chief Customer Officer in the coming years.

A career accelerator

For talent, becoming a CSM is a golden opportunity. It’s a highly formative role, exposing you to tech, business, and client relationships. From there, many paths open: Head of CS, Sales Manager, Product Manager, even Commercial Director.

It’s also an international role. Needs are global, practices are aligning across ecosystems, and mobility is common. A French CSM can move to Berlin, London, New York, or Singapore without difficulty.

A still misunderstood role

And yet, despite its importance, the role is still misunderstood in some companies. Too often, CSMs are confused with customer support. Companies hire juniors to answer tickets… and then wonder why retention doesn’t take off.

A CSM is not a helpdesk technician. Nor a disguised salesperson. It’s a strategic partner that requires tools, time, and recognition.

The CSM worldwide

At MAD, we see every day how tight the market is. Tech companies in Europe, the US, and Asia are all searching for CSMs able to manage global clients.

It’s not just about language skills — it’s about cultural intelligence. Knowing how to handle an American client who expects a response in an hour, a German client who demands precision, or a French client who values a trust-based relationship.

This intercultural dimension makes CSM a thrilling, future-proof job for anyone aiming for an international career.

What’s next?

The role will keep evolving. We’ll see specializations emerge: enterprise CSM, onboarding CSM, technical CSM. AI will take over repetitive tasks like automated follow-ups or usage analysis. But far from replacing CSMs, these tools will free them to focus on what matters: human relationships and strategy.

More and more, CSMs will influence product decisions, shape the roadmap, and take on leadership roles.

In short…

The Customer Success Manager is becoming the defining job of the decade. Where growth once relied on aggressive sales, it now depends on retention and customer experience.

The CSM is the guardian of this retention. The keeper of delivered value. The builder of long-term relationships.

At MAD, we believe this role is much more than a trend. It’s a strategic pillar for any company aiming for sustainable growth. And it’s a fantastic career path for anyone seeking a job that blends human connection, tech, and global opportunities.

Because ultimately, a company’s success isn’t measured by how many contracts it signs. It’s measured by how many clients stay, use, and recommend.And that’s exactly where the Customer Success Manager makes all the difference.